Tier 1 Technical Support Specialist - Chat

We’re looking for a tech-savvy, and friendly go-getter to join us as a Technical Support Specialist on Chat. You'd be helping our customers via chat support, assisting them with building smart forms with integrations to a variety of services like Salesforce, Authorize.Net, and Stripe.

You'll answer questions by chat primarily but will also use email to resolve an issue. You’ll have many opportunities to collaborate with the rest of the team, share customer feedback, contribute to knowledge resources, and help improve our product. 

This is a full-time position, open to all locations (working remotely from home). The expected hours for this position will typically be 9am to 5pm CST/CDT (with a rotating weekend coverage shift). You may occasionally be asked to cover alternate Support shifts (including email) as needed.

• You're a genuinely nice person who is great to work with, respectful, and will put the customer’s interest first.
• You have experience in tech support, and helping people use technology.
• You can translate complex information and processes into simplified language.
• You're familiar with HTML, CSS and Javascript.
• You have a basic understanding of Database Systems or CRMs.
• You love to communicate! Great written and verbal skills are important. You also just like talking to people and helping!
• You like puzzles and were born to troubleshoot.
• You're self motivated and work well in a team or on your own.
• You're a fast learner, shine at multi-tasking and can think on your feet.

To be successful in this role, these skills are key:

• Proficiency in analysis, troubleshooting, and problem solving.
• Ability to effectively prioritize and escalate customer issues.
• Ability to adapt to rapidly changing environment and customer requirements.
• Experience with Salesforce as a power user or administrator is a huge plus.
• Productive while working autonomously.

Day to Day Responsibilities

• You'll spend*
• ~80% of your week in the queue answering tickets
• ~10% of the week training - Continuing Education, Mentoring with Leads and attending optional training via Knowledge where appropriate. 
• ~10% of your meetings - Company, Dept, Team, Manager 1:1
• Help your fellow team by assisting with answers in slack when possible. 
• Share customer feedback on cases through Feedback notes
• Assist with Form Moderation throughout the day
• Assist with monitoring for bannable accounts and forms via new form creation. 
• Share internal process feedback with your lead and manager
• Keep an alert eye for trending issues both in the queues and on slack
• Stay up to date with announcement and release information via slack. 

*These time expectations may shift periodically when involved with training of new hires and participation in additional team projects. 

Salary range: $45,000 - $50,000

FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here. Some of our benefits include:

• Health benefits (health, dental, vision) for Team Members based in the United States
• Mental Health benefits with SpringHealth
• 401(k) with 4% company match
• Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
• 9 paid company holidays
• Flexible work schedule; work from anywhere!
• Generous Paid parental leave (up to 16 weeks)
• Charitable contribution match
• Budget for professional development
• Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!