YOUR MISSION
The Support Hero can be based anywhere in Europe or the East Coast (USA). He-she provides assistance and technical support to Agorapulse clients in English. Support is provided by email or chat, and occasionally by video.

The working hours are 11am – 8pm (GMT)

Job description :

  • Support prospects and customers in their understanding of how the product works.
  • Listen to the customer and be responsive and, in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.
  • Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.
  • Participate in the beta tests of the new functionalities of the platform.
  • -Participate in the improvement of the Help Centre Articles and internal help material in English.
  • Maintain deep expert product knowledge

The Support Hero reports to the Customer Support Manager EU/EN and will work in coordination with many support agents located in Europe, Asia, and the Americas.

YOUR PROFILE
  • If you are the ideal candidate, you will have customer satisfaction as your top priority.
  • You have a minimum of 2 years experience in a customer facing role. However a deep knowledge of SAAS tools and the customer support environment will be a significant advantage.
  • You are familiar with CRM tools like intercom.io, zendesk.com, etc.
  • You are comfortable working and learning remotely.
  • You have experience using asynchronous tools to communicate, like Slack.
  • You are fluent in English – either native or expert level. Knowledge of another language (Spanish or German) would be a plus but not an obligation.
  • You have impeccable communication skills.
  • You are obsessed by customer service.
  • You have strong organizational skills
  • You are goal- and results-driven
  • You have Experience in the social media industry (a big plus)
  • You are a strong team player but still a self-starter
  • You are able to work in a high energy, hyper-growth, startup environment
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use

If you value building amazing work relationships that will last a lifetime and if you seek a company that will nurture and grow your career in challenging new directions, you just may be a perfect fit.

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