Jobs by tag: "marketing"

Showing 1-5 of 18 items.
01O

User Support Specialist

ORCID, Inc.
customer support customer service tech support support 5 days agoApply

Job Description

WHO WE ARE

ORCID (https://orcid.org/) is an independent non-profit organization that serves the research community. We have a global and interdisciplinary scope and a strong focus on user control and privacy. Our core mission is to connect research and researchers. We do this by providing an identifier for individuals to use with their name as they engage in research, scholarship, and innovation activities; by providing tools and training to the community for integrating these identifiers into research workflows; and by building and sustaining a community of users and adopters. Launched in October 2012, ORCID has over 6,000,000 active users and 30 staff members. Our Website and Registry (orcid.org) is published in twelve languages.

THE ROLE

ORCID is seeking an enthusiastic and motivated team member with exceptional communication skills to join our user-centric and highly responsive User Team. The successful candidate will join an existing support team member to provide email support to users in English and a second language, as well as working with the team to ensure an overall excellent user experience. This position is full-time (40 hour/week) and reports to the Tech Lead for Quality Assurance and is part of the ORCID Technical Team. As for all ORCID staff, this is a remote position.

WE PROVIDE

* A committed and awesome team serving an engaged community
* Competitive compensation and benefits
* Flexible work hours and tools to support our virtual office environment.
* A laptop will be provided






Responsibilities

RESPONSIBILITIES

Working with ORCID colleagues and our community, the User Support Specialist will be responsible for ensuring that we support our global user community and feedback from users is shared as needed. The key responsibilities include:

* Provide help desk support by responding to tickets from users around the world, answering questions and providing guidance on how to use the ORCID Registry
* Escalating tickets as needed for bug reporting, feature requests, etc.
* Identify trends in user requests and determine the best methods to address them
* Identify process improvements for the ticketing and user feedback workflows
* Participate in calls and projects with the Voice of the User team and our UX designer to identify new opportunities to improve the user experience within the ORCID Registry
* Assist with writing and reviewing documentation for users
* Review suspect records to remove spam from the registry
* Assist with QA, research, and other tasks as needed


Requirements

*REQUIREMENTS**

* Fluent in written and spoken English
* Fluent written communication in at least one of the following languages: Spanish, Portuguese, Chinese, or Russian
* Able to work during Europe and US business hours (at least half the working day should be between 1200-2000 UTC) including making twice-weekly meetings at 1500 UTC
* Experience providing customer or technical support over email
* Tech-savvy and able to troubleshoot technical issues
* Exceptional communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic, unstructured environment
* Experience extracting actionable recommendations from feedback and data, and communicating it to stakeholders
* Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative

NICE TO HAVE REQUIREMENTS

* Additional language knowledge
* 3 years of experience providing email-based technical support
* Experience with HTML
* Experience working remotely or in the research community
* Experience writing technical documentation
* Experience using Zendesk
* Ability to work occasional weekend shifts

See more jobs at ORCID, Inc.

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00L

Technical Support Engineer

Loom, Inc
6 days agoApply

Job Description

Who We Are

Loom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once — no switching apps or upload required.

We are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world. Our full stack platform team is the heart of how we are able to move fast and tackle some of the most interesting product and technical challenges out there.

The Role

As a Technical Support Engineer, you will be a key part of Loom's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.

We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!

As a Technical Support Specialist, your responsibilities include…

  • Helping customers through live chat and email to ensure they are successful with our product
  • Leveraging effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solution
  • Troubleshooting, investigating, and creating detailed bug reports for our Engineering team
  • Jumping on ad-hoc calls with customers to troubleshoot issues live, as necessary
  • Identifying bugs, testing, reporting, and working with our Engineering team to assist with a fix
  • Actively collecting insights from customers and focusing on closing the communication loop by providing product feedback to the team
  • Providing timely updates to the Support and Engineering Managers regarding new trends in issues
  • Developing and documenting best practices to enhance SL2 troubleshooting processes
  • Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Loom customers
  • Helping the Engineering team develop tools to help our Support team work quickly and efficiently
  • Diving into the codebase and gaining domain knowledge of different parts of Loom
  • Making efficient changes to the codebase to solve small and quick tasks/issues

You could be a good fit if you…

  • Have previous experience delivering excellent support experiences with respect, empathy and understanding
  • Have a minimum of 2+ years of Technical Support and Customer Support experience
  • Have gained experience/proficiency in any coding language (Javascript is a bonus) or have earned a degree in a technical field like computer science
  • Have the technical understanding and ability to troubleshoot and resolve technical problems on your own
  • Have the ability to handle high volume of support conversations
  • Have excellent written and spoken English
  • Are available to work in the Eastern Time Zone (UTC/GMT -5:00) and on a full time schedule that spans weekends and may include holidays as our customers need us

Perks at Loom

  • Work with a driven, welcoming team at a company that is changing how people communicate every single day
  • Competitive compensation and equity package
  • Medical, dental, and vision coverage (US-based)
  • Unlimited PTO
  • Yearly off-site retreats (this year we went to Costa Rica for a week!)
  • Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!
  • Learning & Development stipend
  • Healthy lunch catered every day + snacks and beer in-stock (SF office)
  • Healthcare stipend (non-US-based)
  • Home office & technology stipends (remote)
  • At least two all-expenses-paid trip to San Francisco every year (remote)

Loom is an equal opportunity employer. 

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

See more jobs at Loom, Inc

How do you apply?

Please reference you found the job on our Jobsite as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

00T

Software Support Analyst

TaxJar
7 days agoApply

Job Description

TaxJar is the leading technology solution for busy eCommerce sellers to manage sales tax and is trusted by more than 15,000 businesses. Our mission is is to make eCommerce easier for everyone. 

OUR CORE VALUES
  • We do the right thing for our customers.
  • We're a team, built on trust.
  • We're proud to be remote.
  • We're in control of our own destiny.

TaxJar’s remote-only team of 60 people is growing fast. We have an immediate opening for a Technical Software Support Analyst to be a part of our team that directly supports our customers using TaxJar and our sales tax integrations for Magento and WooCommerce.You will join our technical support team within the product engineering group and help us support and improve the TaxJar product our customers love. You will serve as the first point of contact for our customers and partners seeking technical assistance over the phone or email for the TaxJar application and services. You will perform remote troubleshooting and use targeted questions to provide customers the best solution based on the provided information and knowledge of TaxJar's application.

*This is a full-time remote position based in the US only.

AS A SOFTWARE SUPPORT ANALYST FOR TAXJAR YOU WILL

  • Solve technical problems for customers on a daily basis. Our software support analysts need to be fast learners and get up to speed quickly on our product and integrations.
  • Categorize and quickly respond to customer questions and requests via email (we use Help Scout).
  • Face debugging issues not only within our own Ruby and PHP codebase but also with the many technologies employed by our customers.
  • Troubleshoot SmartCalcs API questions, and help customers with WooCommerce plugin and Magento extension questions.
  • Track & monitor all customer requests and trending product issues.
  • Distill complex issues into underlying causes and work directly with our product development teams to deploy solutions while consistently delivering world-class support.
  • Interact with the developers to help identify root causes to bugs and exceptions reported by customers or by our application.


REQUIREMENTS

  • Proven experience in a technical help desk or customer support role
  • Demonstrate an ability to troubleshoot errors in one or all SQL, Ruby and PHP
  • Experience supporting open source carts like WooCommerce and Magento
  • Highly-skilled in written and verbal communications
  • Experience working with a remote team
  • Extremely patient...sales tax can be painful and our goal is to ease that pain :-)
  • Ability to multitask on various client issues and prioritize issues.
  • Approaches success from the customer’s point of view
  • You enjoy teaching
  • Able to explain complex concepts in easy to understand language
  • Interested in understanding the ins-and-outs of sales tax
  • Attentive to details, both in communication and in explaining how TaxJar works

YOU'LL BE A GREAT FIT FOR OUR TEAM IF YOU

  • Only want to work remotely
  • Are a PRO at communicating and collaboration
  • Highly value working with people you like and respect
  • Are accountable
  • Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
  • Hungry to play an impactful role and not afraid to fail

We’re a happy team and we all really love what we do. We've created a space where high-achievers can succeed, but are also safe to fail. We're profitable and focused on growing TaxJar sustainably. We're always learning how to make TaxJar the best place to work for all of us, and not just another tech startup. We’re always looking for an amazing new teammates to come share in the excitement of solving real-world problems with technology.

BENEFITS

  • Excellent health, vision and dental benefits
  • Flexible vacation policy
  • $1,000 in professional development credit
  • Home office stipend
  • Equity in a profitable company
  • 2x year all-company in person retreats (fully paid for by us of course)
  • Brand new Macbook computer
  • Mandatory Birthday holiday!
  • 12 week paid maternity/ 6 week paid paternity leave
  • Monthly perks reimbursement for things like Netflix, Amazon Prime, your gym membership, home internet and more.

Visit www.TaxJar.com/jobs for a full list of our benefits and to learn more about how we work and what we stand for.

If you're not the perfect fit for this position, but you know someone who is, we'll pay you $1,000 if you refer us to the person we hire.

See more jobs at TaxJar

How do you apply?

Please reference you found the job on our Jobsite as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

10H

Harvest Expert

Harvest
a month agoApply

Job Description

DESCRIPTION
Disclaimer: Don't judge us too quickly! We've made some intentional typos and grammatical errors in this job post. See our "When You Apply" section for more info.

About Harvest

Harvest is an independent software company making tools that help businesses run more smoothly. For the past 13 years, our customers have relied on our products as a critical part of their day-to-day operations. They’re the reason we’re still in business and we owe it to them to deliver legendary support, delivered by our Harvest Experts: wicked-smart human being, empathetic problem-solvers, and patient troubleshooters.

The Harvest team started as a team of 3 and grew slowly to today’s current total of 55 lovely faces. Though we have an office in NYC, we hire the best people for the job no matter where they may call home. We work hard to make sure everyone feels included and heard. And we offer great benefits, including a profit-sharing bonus, a generous vacation policy, and much more.

---------

What’s the Job, and Why Is It So Gosh-Darned Great?
As an Expert, you’ll spend your days helping our customers make the most of their time by getting the most out of our products. We’re the heroes on the frontline and have a deep understanding of our products and our customers. You’ll also be a critical partner to our developers to help them understand where customers are having issues. To deliver the fast, comprehensive, and personal support our customers expect (and deserve), you’ll need to be thoughtful, curious, and a real stickler for details.

There’s more below on the nitty-gritty of the role, but here’s the short version:
  • You’ll love this job if you are energetically curious and delighted to help others.
  • We’ll love you if your a quick learner who’s also enthusiastic, kind, and so reliable that we can set our watches by how regularly you kick ass.

Not to brag, ahem, but this is a really awesome, full-time job. The benefits are great, the working arrangements are flexible, and your coworkers are all crazy-smart and kind.

Who should apply?


You, probably.

You don’t need a background in tech. You just need to be kind, curious, and a crazy-good writer. What makes our team great are the unique experiences and perspectives each of us brings to the table. Our customers aren’t all the same, so why should we be? If your empathy muscles are strong and your comma splice game is locked down, you belong here.

Don’t believe me? Here’s proof that you don’t need to know the difference between JavaScript and Python (but think they might be related to coffee beans and giant snakes that eat people). Our previous hires for the role include a dog walker, a German translator, an art curator, and a Tiffany. Tiffany defies description.

One more thing, and this is a big deal: if you are a member of a group that is historically underrepresented and disadvantaged in tech (and society generally, tbh), please know that we welcome your application with open and enthusiastically-waving arms. We want to meet you!

And while we’re on the topic, if you don’t celebrate people’s differences and don’t value the contributions of those who don’t look, sound, or act like you, Harvest isn’t going to be a good fit. When we come to work, we bring our full selves because that contributes to both the vibrancy and richness of our team. So if you want to work here, you should be actively excited about working with a group of people who strive to be inclusive.

What will your life be like? (SPOILERS: pretty great, but not always a piece of cake)


  • You’ll learn the ins and outs of Harvest, Harvest Forecast, and are associated apps and integrations through our intensive training program. You’ll become a true Harvest expert (see what we did there?).
  • You’ll answer email questions and phone calls for the vast majority of your day. That’s the job, mostly. We maintain an industry-leading average response time, with an emphasis on quality rather than quantity of tickets resolved. It’s troubleshooting, bug investigation, teaching, and occasional therapy (“I believe in you!”).
  • You’ll work alongside our developers to figure out thorny problems, and you’ll help our customers through those tricky periods when things don’t work quite right.
  • You’ll build our customer base by using your presentation skills to host webinars for and answer questions from prospective Harvest customers.
  • Once you’ve mastered the software and can answer tickets like a pro (or should we say—like an expert. Gosh, it never gets old!), you’ll have the opportunity to pursue support-related projects on the Expert Team. There are plenty of projects to keep your juices flowing—whether you’re interested in writing documentation, making handy GIFs, or trying something totally new, there’s room to explore!
  • You’ll be a great human person, and treat our customers with sincerity, kindness, and respect. You’ll create new ways to impress, delight, and surprise them!
  • You’ll share your favorite GIFs of dogs doing stuff in Slack. And kittens. And trash pandas...

REQUIREMENTS

  • You’re an exceptional communicator and you treat people kindly. You can gracefully break down, solve, and explain, even the most complex problems. Listening, talking, and working with people makes you happy.
  • Your writing skills are flawless. We mean it. You must have a savvy style and a firm grip on grammar.
  • You’re a hard worker with a history of getting things done carefully and efficiently. You’re thorough—no detail go unnoticed.
  • You’re self-motivated, but also enjoy contributing to a team.
  • You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take on.
  • You don’t mind doing the same thing most days. You’re also comfortable jumping onto a side project when the occasion arises and aren’t scared to tackle the new and unknown.
  • You’re patient and enjoy solving tough problems, and you find helping people fix those problems rewarding.
  • You are able to work full-time, Monday-Friday for one of two shifts:
  1. 8am - 4pm EST
  2. 11am - 7pm EST (8am - 4pm PST, 9am - 5pm MST, 10am - 6pm CST)

When You Apply
  • Tell us a bit about yourself and why you you’d make a great Harvest Expert.
  • Let us know what working hours you are able to commit to (and in what timezone).
  • You’re awesome and can work anywhere… why Harvest?
  • Harvest HQ is home to a record player. What album would you contribute to our vinyl collection?
  • We made six grammatical mistakes or typos in this job post. Be sure to let us know what they are!

Please apply by March 8, 2019, for consideration in this round of hiring.



See more jobs at Harvest

How do you apply?

Please reference you found the job on our Jobsite as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

00S

Customer Success Engineer

Sonatype
customer support engineer a month agoApply

Job Description

If you get excited at the mere thought of helping customers use new technology to help speed their SDLC so they can innovate faster, while making their software more secure - then you should keep reading. We are growing rapidly, and we need to add Customer Success Engineers (CSE) to collaborate with our customers to ensure they continuously see value across the Nexus platform.

What You Will Do



* Our customers are enterprise architects, security officers, build engineers, developers, DevOps managers, and associated stakeholders in the SDLC. They are incredibly smart and know their stuff. In this role, you will:

* Coach and educate a set of customers on the implementation and usage of best practices to ensure smooth onboarding, faster adoption, increased footprint, etc.

* Derive and define methodologies as well as common pitfalls through customer meetings (remote & on-site), data analysis, and customer interviews

* Engage in one-to-one and one-to-many customer outreach with the goal of educating customers, understanding their implementation status and defining/documenting how we can close any “customer success gap.”

* Share field insights with your CSE peers as well as our Sales, Product Marketing, and Engineering teams. Provide feedback on how to bring more valuable features to the product based on customer reactions and your hands-on experiences.

* Discover and analyze gaps in the customer experience, identifying "early warning" signals and then working with cross-functional teams to address them.

* Act as the voice of the customer - use your insights to help us drive improvements, influence product roadmap, deploy customer advocacy programs, etc.

* Ensure customers are SUCCESSFUL and DELIGHTED with Sonatype products and services, not merely satisfied.

* If you’ve been told, “you have a great bed-side manner,” that’s what we’re looking for.  And while there will be some days of mostly screen-time, this is a customer-facing role.

* Travel is likely to be around 35-45%.





Experience and skills desired:



* Deep familiarity with tooling used in the SDLC including: source code version control systems (e.g., git, subversion, cvs, etc.), modern build tools (e.g., Jenkins, continuous integration systems), package managers (e.g., Maven, Gradle, Nuget, NPM, etc.), continuous delivery technologies (e.g., Puppet, Chef, Udeploy, etc.)

* The ability to work with such tooling to integrate Sonatype's specific solutions into customers' application lifecycles is required.

* Excellent troubleshooting and analytical skills

* Well-honed project management and organizational skills

* Prior development expertise and experience with tools such as Hudson/Jenkins (CI Servers) and Eclipse / other IDEs is desirable.

* Experience working in the cross-functional role alongside Engineering and Sales organizations is a plus.

* Experience with application security and licensing and helping build processes around both are desirable



See more jobs at Sonatype

How do you apply?

Please reference you found the job on our Jobsite as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.