- Respond to tickets from a variety of customers who are using and/or inquiring about different Anaconda Products–our anaconda.cloud SaaS offerings, AI, Pyscript, PyExcel, PythonAnywhere, Edublocks, and others.
Provide exceptional customer service:
Show genuine concern and empathy for our customers and the issues that they are experiencing.
- Be meticulous about fully reading the ticket and clearly understanding the issue that the customer is facing before responding
- Be open to asking questions when you are unsure of an answer.
- Document all interactions with customers through the ticket form, responding to them in a timely fashion and following through to resolution.
- Communicate professionally to customers in a written format and establish templates for issues seen repeatedly, in order to easily scale as ticket count increases.
- Be able to work together with other members of the Support Team to collectively answer customers’ questions when needed.
- Coordinate with various internal teams, in reference to customer needs, in order to resolve customers’ issues.
- Update documentation for common processes and procedures as assigned by User Care Specialist III or above.
- Contribute to the training of and serve as mentor to new User Care Specialists.
Prior experience in a ticketing support role (e.g., help desk, technical support, customer service).
Strong written and verbal communication skills.
Self-directed, a quick study, and an enthusiastic team player.
Sensitivity for the cultural differences of members of your own team, Anaconda, and our customers–and care deeply about fostering an environment where people of all backgrounds and experiences can flourish
Strong organizational skills with the ability to manage time and resources effectively.
Experience with ticketing system software such as ZenDesk, Stripe and Jira; and communication and documentation software such as Slack, Google Suite, and Confluence.
Skill at identifying common ticket themes.
Knowledge of general technical concepts such as: what is cloud computing, SaaS, data science, open source, generative AI.
Strong or developing emotional Intelligence
- Team attitude: “I am not done until WE are done”
- Embody our core values:
- Great People
- Great Product
- Great Performance
- Care deeply about fostering an environment where people of all backgrounds and experiences can flourish
- Experience working in a startup or agile company, where processes and goals can change quickly (adaptability to change).
Experience responding to tickets of a technical nature in addition to non-technical tickets.
Knowledge of open-source software, Linux, python, and/or conda
- Experience working in an open-source, AI, or data science-oriented company
- Unique opportunity to translate strong open-source adoption and user enthusiasm into commercial product growth
- Dynamic company that rewards high-performers
- On the cutting edge of enterprise application of data science, machine learning, and AI
- Collaborative team environment that values multiple perspectives and clear thinking
- Employees-first culture
- Flexible working hours
- Medical*, Dental*, Vision*, HSA*, Life* and 401K*
- Paid parental leave – both parents
- Monthly productivity stipend
- Open vacation policy*
- Quarterly Snake days (company-wide bonus day off)
- 100% remote
Share
Facebook
Twitter
LinkedIn
Telegram
Tumblr
WhatsApp
VK
Mail