Onsite Technical Support Representative

Jotform; San Francisco (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading SaaS company based in San Francisco is seeking a Technical Support Representative to join their team. This role involves troubleshooting customer inquiries using their support ticketing system and requires a solid background in HTML and CSS, along with excellent customer service skills. Successful candidates will enjoy a vibrant team culture with opportunities for professional development and various company benefits.

Benefits

Commuter Benefits

Employer-sponsored medical, dental, and vision insurance

401(k) with 4% company match

10 days annual vacation plus 12 company holidays

Professional development stipend after one year

Qualifications

• Background in HTML and CSS required.
• Experience in SaaS or IaaS support preferred.
• Strong problem-solving skills and creativity are necessary.

Responsibilities

• Provide first line diagnostic/troubleshooting support to customers.
• Utilize the support ticketing system to manage and resolve tickets.
• Act as a subject matter expert for customer issues.

Skills

HTML

CSS

Customer Service

Technical Support

Job description

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This range is provided by Jotform. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $85,000.00/yr

ABOUT JOTFORM

Jotform is a bootstrapped San Francisco-based SaaS company with over 30 million users worldwide. We like keeping things agile, independent, and fun, and believe everyone should be able to create their own online forms. Our 10,000+ ready-made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises.

Released in 2018, Jotform Enterprise helps multiuser organizations automate workflows and business processes as well as collect internal and/or external data in a structured manner. We believe paperwork shouldn’t slow anyone down so we’re dedicated to making online data and payment collection as seamless as possible.

We are looking for Technical Support representatives in San Francisco for our rapidly growing customer base. These are full-time, in-office opportunities with benefits.

ABOUT THE ROLE

This position is essential to ensure continuous operations for our users and customers. Your main role is to help customers via our very own support ticketing system. Other side tasks are mostly handled by tenured employees, but you'll be given a chance to contribute if you're eligible. As a Technical Support Representative, you're also expected to collaborate with our designers and developers. We have a handful of teams composed of talented individuals across the globe. Our unique team culture allows remote employees to work closely with each other, along with the in-house teams working in our offices.

The key objectives of this role include, but are not limited to:

• Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve issues while maximizing customer satisfaction
• Utilize our support ticketing system ; Respond to incoming support tickets related to technical questions, service incidents, and other issues and keep track of your own support tickets, and follow through to completion.
• Provide accurate and timely support by documenting all issues and resolutions.
• Maintain communications with customers during the problem resolution process.
• Act as a Customer-facing subject matter expert

What Do You Need to Be Successful?

• Solid HTML / CSS background is needed to help customers in building and designing forms.
• Decent JS knowledge is optional, but it will certainly come in handy when providing workarounds.
• You should be well-versed with CMSs, CRMs, site builders, etc. as our form builder integrates with lots of 3rd party platforms.
• A strong technical knowledge in general and common sense are necessary. You have to be witty and creative in finding workarounds.
• Track record of supporting customers with a SaaS or IaaS product is preferred
• English fluency is required

ABOUT YOU

• Customer facing skills combined with excellent verbal and written communication skills
• Ability to work with little to no supervision
• Open to criticism and a team player
• Adaptable , flexible and commercially aware
• Excellent organizational skills with the ability to prioritize and manage
• Base pay range: $60K to $85K. Exact compensation may vary based on skills and experience
• Company paid Commuter Benefits
• Employer-sponsored medical, dental, vision, AD&D, and LTD insurance
• 401(k) with 4% company match
• FSA
• 10 days annual vacation, plus 12 company holidays, and office closure between Christmas and New Year
• Professional development stipend after one year of employment

OUR PROCESS

We’ll review your application along with all the others we receive and pick the top profiles for a screening call.In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully.If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and have to prioritize who we speak to.

We thank all applicants in advance for their interest and taking the time to apply in this position at Jotform!

Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/

Applicants must be authorized to work lawfully in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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