Technical Customer Support (long term remote position)

If you love solving technical problems, have a strong bias for action, and can express your opinion openly, this job may be for you. Please read on.

## The company

QuickMail is a sales automation tool for sending emails in a business-to-business environment. Small and medium businesses use it to reach out to potential customers in their target market and grow their business. The company is 6 years old and we are currently looking to expand our support team with one or two more support agents.

## The Role

As part of our Customer Support team, you’ll be the first (and last) point of contact for our users, and prospecting clients having questions before signing up.

You’ll need to understand their real goals or problems and translate this information into actionable points to find a solution.

We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution for our users (not just answering tickets). So you will need to be curious by nature and able to solve problems by using logic.

**Your responsibilities will include:**

- Solving the problem of our users with the best solution possible (including workarounds)
- Developing a deep understanding of how ---------- works. You are willing to become an expert, knowing the system inside out.
- Writing detailed technical documentation for our knowledge base.
- Investigate the user’s key objectives, and driving their adoption of Quickmail’s functionalities beyond what is expected.
- Provide training and continued support through highly effective relationship management, centered around the customer experience.
- Develop a deep technical understanding of the email ecosystem (what is SPF, DKIM, able to read email source, know what is impacting deliverability...)

**What we provide:**

- A stable, longterm position.
- Company retreat once a year when company objectives are met (and Covid permits).
- A role with depth at a growing SaaS startup where no two days will be the same.

**What you need to be successful in this job:**

No past experience necessary, but you'll need:

- A fast and reliable internet connection with a webcam.
- Strong attention to detail with a customer-centric approach.
- Outstanding problem-solving skills, with a proven ability to simplify concepts, train others, and develop relationships.
- Demonstrate strong ownership, and the ability to take decisions.
- Excellent written and verbal communication skills in English. Ability to simplify complex topics and speak with an informal tone to our users.
- Fast learner, adapt quickly.
- Have no problem with internet technologies.
- Ability to follow instructions by entering koala when asked for your favorite animal.
- Any experience working within the SaaS industry or within a start-up environment would be highly regarded.
- Any experience working remotely is highly beneficial.

** What we offer:**

– Profit-sharing based on company performance.
– 4 weeks paid vacation per year.
– 1 team retreat per year somewhere in the world (disrupted by Covid this year, unfortunately)
– You'll join a meritocracy, straightforward culture, no politics, candid feedback and caring for getting things done.
– You'll learn about the business side and get to know the financials as we practice open-book management.
– We care about your personal development and will challenge you to continuously self improve.

**Please note, this role is to cover US business hours (either PST or ET). You will need to be available Monday - Friday.**

** How to apply **

If this sounds like somewhere you can do your best work, please apply now here: ----------