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Action Verb


Customer Success

Customer Success


Action Verb


customer support

non tech

customer support

non tech

7mo
\nDo you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?\n\nIf so, we’d like you to learn about Files.com!\n\nAt Files.com, we believe that providing great customer support is a matter of integrity.\n\nWe won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.\n\nSo we invest heavily in our Customer Success team with the goal of being overstaffed so that our customers get the best experience possible.\n\nOur Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.\n\nDaily responsibilities in pursuit of this goal include responding to customer product inquiries and providing technical support.\n\nYou will will help triage customer reported issues and respond to them via phone, email, and chat.\n\nIn addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.\n\nYou can further specialize in things like technical documentation, internationalization, and knowledge-base once hired into this role.\n\nMinimum Qualifications:\n\n\n* \n\nBachelor’s degree or relevant experience.\n\n\n* \n\n5+ years of Customer Support / Service experience for a SaaS or technical business services company.\n\n\n* \n\nAbility to communicate technical information in a simplified, easy to understand manner.\n\n\n* \n\nExcellent written and verbal communication skills.\n\n\n* \n\nTop-notch customer demeanor.\n\n\n\n\n\nPreferred Qualifications:\n\n\n* \n\n10+ years of Customer Support / Service experience.\n\n\n* \n\nKnowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.\n\n\n* \n\nExperience working on a remote team.\n\n\n\n

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