Customer Service Level III

Work at Acme.com; San Mateo (CA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Solid late stage stock options

PTO

Paid Holidays

Job summary

A dynamic SaaS company in San Mateo seeks experienced customer service representatives to provide email and phone support, troubleshoot issues, and collaborate with product management. Candidates should possess a 4-year degree and over 5 years of relevant experience. This role offers competitive compensation, stock options, and a collaborative company culture.

Qualifications

• 5+ years of demonstrated industry experience in technical support or professional services.
• Working knowledge of enterprise integrations including batch interfaces and Web Services.
• Solid understanding of Internet technologies and web proxy servers.

Responsibilities

• Provide email and phone support to customers.
• Identify, troubleshoot and resolve issues for users.
• Collaborate with feedback to improve the product.

Skills

Technical competence

Problem-solving

Communication skills

Ability to multi-task

Attention to detail

Education

4 year degree

Tools

Salesforce

Job description

Customer Service TeamSan Mateo,California

We are an award winning late stage SaaS start up that is revolutionizing the $165B recruitment market with a hiring platform based on cutting edge technologies and network integrations with Facebook, Linkedin and Twitter just to name a few. We power the hiring for rapidly growing startups to Fortune 500 companies like SpaceX, Twitter, Starbucks, Nest, Sound Cloud, and Square. We have a cross collaborative environment with a company culture unlike any other. We offer a competitive salary, medical/dental benefits, PTO, paid holidays, and pre-IPO stock.Join our team!

What Will You Do:

• Provide email and phone support to customers to ensure their success
• Work with customers to understand goals and business processes
• Provide expert knowledge of our application to the customer
• Participate in the design of automating features in Jobvite
• Drive to continually improve our internal process for customer care
• Identify, troubleshoot and resolve issues encountered by users, confirm and report bugs
• Document issues using case format in our CRM system and defects in our bug tracking tool
• Act as a liaison between our Product Management and Engineering teams
• Collaborate with other employees by providing important customer feedback, process‑improvement suggestions, new troubleshooting tips and other actions that involve improving our product
• Develop technical solutions to be posted to both internal and external knowledge base

What Will You Bring:

• A 4 year degree and/or 5+ years of demonstrated industry experience
• Prior applicable experience in a technical support or professional services environment
• Technical competence including general understanding of IT and enterprise software, specifically ASP (“on-demand”, SaaS), networking, hardware, and implementations
• Working knowledge of enterprise integrations including batch interfaces and Web Services
• IT systems and networking experience with exposure to underlying security issues
• Demonstrated analysis, problem solving and troubleshooting expertise
• Solid understanding of Internet technologies, web servers and web proxy servers
• Ability to multi-task and perform effectively under pressure
• Comfortable interacting with all levels of management and roles within the client organization
• Ability to effectively prioritize and elevate customer issues as required
• Excellent communication and presentation skills to effectively explain a solution to a customer's problems
• Detailed, organized and results oriented
• Ability to learn and assimilate technical information quickly
• Enthusiasm, strong work ethic and a positive attitude
• PMP and Salesforce experience a plus

What Will You Get:

• Solid late stage stock options
• PTO
• Paid Holidays
• An experience you will cherish forever

What We Have Accomplished:

Recruiting technology has always been about innovation — the promise of sourcing and hiring great talent before the next guy. If, like us, you believe that hiring the best people is of the utmost importance, then you should expect technology with a laser focus on helping you find today's greatest candidates.

Delivering on the promise of innovation moves Jobvite forward every day. Jobvite serves companies with the highest expectations of recruiting technology and candidate quality. Companies that value an easy-to-use applicant tracking system, social grown employee referrals, and positive candidate experiences choose Jobvite.

• 10/2014 Raised $25 Million series “D” funding round
• Brandon Hall Excellence Awards (Jobvite Engage: Gold Award), 2014
• Brandon Hall Excellence Awards (Best Advance in Unique Talent Acquisition Tech.), 2014
• SVUS Award for Best Customer Support Team, 2014
• Customer Service Department of the Year (Stevie Awards), 2014