Balsamiq is a small software company with team members working all over the world. Their goal is to help rid the world of bad software - not a small task! They believe that providing best-in-class customer support is just as important as the software and services They provide. Their support staff is the face of the organization.
They are also a very family-like organization. The have stayed small and agile for over eight years now, and that's something they really treasure. When you join the team, you join their family.
As a Customer Champion, you will be representing their customer's needs and desires within the company. Your feedback will influence what they work on and when. The following is what we believe is required to do this job well.
You Have Empathy
We believe this is the single most important attribute of an awesome support person. Being able to jump into a user's shoes (and walk around a bit) gives you the best perspective to help them.
You Absolutely Love Interacting With Customers
We're looking for someone who genuinely likes interacting with people: meeting them, hearing their stories, helping them with their problems, and treating each new customer interaction like the beginning of a long-term friendship. Your main job is communicating (and problem solving) with our customers, and we want you to enjoy your job!
ABOUT THE JOB
This is a full-time, tech-focused support job. They are looking for someone who is willing to work the 8am-5pm PST time slot. They strongly prefer folks in Illinois and California, but if you are comfortable working those hours (and haven't been scared off by this point), They would love to hear from you, wherever you are.
The job is 100% remote, which means it requires self-motivation, multi-tasking, and a quiet room to take customer calls. They primarily communicate over HipChat and Confluence, so it's not a lonely job, per se, but it's also not an office environment.
Expect to have 20-25 customer interactions a day, on average. This can range from email, phone, forums, Twitter, Facebook, Slack, and passenger pigeon (they like to give our users multiple ways to get help). You'd also report any bugs back to the development team.
In addition to support, this position will also be responsible for updating our documentation for new releases.