Technical Customer Support Advocate

Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.

Typeform has seen significant change since it was founded 10 years ago. We're expanding from a small Barcelona-based business to a truly international and remote company. Our vision is a world of more personal business relationships. We believe we can create that world by living our mission: To bring people closer with better conversations.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organizations to their next chapter. But we are aware it's not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

About the team

You will be part of a diverse and growing Customer Support team, which spans multiple time zones and continents made up of different specialty teams such as billing, compliance, and technical support. You will report to the Technical Support Manager.

Our Technical support team assists customers with technical queries and troubleshooting.

About the Role

We are on the search for people who love helping others and getting into the technical details (whether that is a new programming language or software you have never experienced before!). Someone who enjoys explaining complex technical solutions in everyday language. Who loves to create a workaround and thinks outside the box to identify and create new solutions. Sharing the solutions with their team. If this sounds like you, keep on reading.

Things you will do:

• Respond to general and technical user queries through omnichannel support: email, chat, phone, and video screen share.
• Follow documented processes in data collection, tagging, and tracking
• Delight our customers with the best quality interactions, aiming at pushing the high-level standards of customer satisfaction
• Train, guide, and inspire users to get the most out of our products, craft alternative solutions or workarounds for customers when needed.
• Identify, troubleshoot, report and prioritize issues in the platform to engineering
• Own and follow through with each incident until resolved.
• Be a team player and provide feedback about new feature requests, pain points, and knowledge base improvements.
• Work with other teams such as marketing, product, and engineering to provide the best service and help us grow
• Help out with other tasks in the Customer Care team such as contributing to team level objectives

What you already bring to the table:

• You are based in the PST zone (United States) and you speak fluent English
• You have at least 2 years of experience working in Tech Support in the software industry
• Good Knowledge of HTML and CSS
• You can troubleshoot basic issues using in-browser developer tools (Mostly Chrome)
• You can diagnose and solve problems with varying complexity, focusing on the customer's needs
• You can prioritize, multi-task, and perform under pressure
• You're a team player who takes ownership and shows empathy for our customers
• You don't mind working on weekends and some evenings every now and then

Extra awesome:

• You have some basic understanding of JavaScript or one backend language (PHP, NodeJS, Ruby, GO...)
• You know how to use restful APIs and understand how they work.
• You're familiar with Google Analytics, Facebook Pixel and other tracking tools

To fulfill our vision (Bring people in) and mission (To bring people closer with better conversations), our 500 remote Typeformers from 55 different countries come together to live up and deliver on that promise.

In addition to being a validation of what we've built, our recent $135 million Series C funding round will fuel us to accelerate our product development, nurture emerging technologies, expand headcount, and deepen strategic partnerships across our platform with this investment.

• Why? Simply because 89% of companies say online is their principal customer interaction channel.
• Yet, only 34% of companies treat customers as unique individuals.
• Are you ready to join us and make a difference?
• Typeform drives hundreds of millions of interactions per year, powering conversational, human-led experiences all over the world. We are proud to be an equal opportunity employer. We celebrate diversity and do not tolerate discrimination and harassment of any kind, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We believe that by celebrating our differences, we can win together.