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Technical Customer Support Agent - Santa Barbara, CA

Company: FastSpring
Location: Santa Barbara
Posted on: July 5, 2019

Job Description:

The OpportunityWant to work for a company where you can have a genuine impact, be passionate about what you do, and work with a great team of people? At FastSpring, we work hard while keeping a fun, collaborative, and casual atmosphere. Headquartered in downtown Santa Barbara, our offices are just a few minutes from great restaurants, shops and the beach. If you're highly driven and want to work at an exciting, fast-growing e-commerce software startup, consider joining the FastSpring team. We offer a dynamic work environment, competitive compensation, growth opportunities, benefits and more for the right candidate.The PositionFastSpring prides itself on its award winning customer support team and is in search of a Technical Customer Support Agent to join the team at its headquarters in Santa Barbara, CA. This position will provide product / application support to customers by responding to and diagnosing problems via an online ticketing system and email. This will include problem recognition, research, resolution and follow-up steps. May interact with the product development team to identify and correct core problem.We are looking for passion and experience with technology and support. To find success with this role, you have to be able to be independent and self-motivated, have the ability to ensure customer issues are resolved as expediently as possible, quickly assess and resolve problems across the FastSpring platform.If you're ready to take the next step in your career and help build an enduring company in the process, we would love to meet you!Essential Duties and Responsibilities (other duties may be assigned as required)Be the first line of response to customer support requestsOwn customer technical issues from initial report to resolution, communicating with customers regularly regarding issue statusProvide quality product / application support to customers as required to meet customer expectations and needsRespond to and diagnose problems via an online ticketing system and email following company processes. This will include problem recognition, research, resolution and follow-up stepsResolve client problems related to services or the software product via: email, phone, and/or chat as needed or indicated.Drive resolution of technical escalations, including identification of root cause and issue resolutionAssist customers with their product questions and technical issues, and work with FastSpring Support team to resolve the issues and answer questions. Technical services include: writing scripts, troubleshooting, training and any other technical requests.Educate clients on product features or additional services to meet their needsLog Jira tasks and development items such as bugs and enhancements/feature requests and any additional projects or tasks that may require a developer to review.Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.Help resolve technical questions for the customer efficiently and effectivelyDeliver against customer experience and efficiency targets.Meet SLAs like response and resolution timesBeing a Technical Customer Support Agent will require you to come up to speed on the FastSpring products quicklyRemain up to date on FastSpring product features and develop use cases to drive customers to best practice standardsStrong Communication Skills: Provide updates, status and next steps through email ticketing systemSkills, Experience And QualificationsPassion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.Self-motivated, proactive team player who can inspire client loyalty and adoptionRobust problem-solving skills, the ability to learn by doing, relentless personal accountability, and a positive and professional attitudeExcellent organization, project management, time management, and verbal and written communication skills.Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)Bachelor's degree in Computer Science, Management Information Systems, or related discipline.2+ years of customer support, technical support, system administration or related customer facing role1+ years knowledge of JavaScript, CSS, HTML, JSON, PHP, XML required1+ years experience developing software services using RESTful APIs a plus.Basic understanding of Java, .NET, C#, ruby or other programming technologies a plusAbility to troubleshoot complex eCommerce needs using APIs, webhooks, notifications and all things related to integration with FastSpring's feature setsAbility to read, analyze, and interpret support requestsGood technical writing skills and ability to communicate clearly and effectively with both clients and co-workers.Required participation in periodic on-call rotation for after-hour and weekend supportMedium computer skills and familiarity with both MAC and PC; Salesforce Service Cloud knowledge a plus but not required; commitment to learn fast is expectedAttentive to detailPicks up on technical things quickly; is good at learning new industry, company, product, or technical knowledge; continually looks to improve his/her knowledge of the product and serviceAbility to prioritize appropriately, multi-task effectively and work independently.Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and presenting suggested workarounds and solutionsAbility to remain calm, professional and articulate during high stress situationsExperience in SaaS, eCommerce, and/or consumer-oriented online services preferable but not requiredEnjoys working hard; is action orientedIdeal previous experiences: creating web applications, support at SaaS companies, working with engineers, success/sales/marketing automation and technologiesWhile performing the duties of this job, the employee is regularly required to sit at a desk, use hands and fingers, talk and hear for extended periods of time Ability to work in the US permanently without sponsorshipAbout The CompanyFastSpring is the trusted ecommerce partner for companies that sell software around the world. With FastSpring's full-service ecommerce solution, you can sell more, compete big, and stay lean. Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Nebraska and Amsterdam. For more information, please visit is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

Keywords: FastSpring, Santa Barbara , Technical Customer Support Agent - Santa Barbara, CA, Sales , Santa Barbara, California

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