We are looking for amazing US people to join our team in late 2021 and throughout 2022.
The Support Hero can be based in either coast (please stipulate which one you are in when applying) and provide assistance and technical support to Agorapulse clients. Support is provided by email or chat, and occasionally by video.
The working hours are 9am - 5pm (possible flexibility for the right candidate)
Job description :
Support prospects and customers in their understanding of how the product works.
Listen to the customer and be responsive and, in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.
Maintain deep expert product knowledge.
Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.
Participate in the beta tests of the new functionalities of the platform.
Participate in the improvement of the Help Centre Articles and internal help material.
The Support Hero reports to the Customer Support Manager and will work in coordination with many support agents located in Europe, Asia, and the Americas.
You are the ideal candidate if :
Customer satisfaction is your top priority.
You have a reasonable understand of the social media landscape and familiar with the main social networks
You have a minimum of 2 years experience in a customer facing role. However a deep knowledge of SAAS tools and the customer support environment will be a significant advantage.
You are familiar with CRM tools like intercom.io, zendesk.com, etc.
You are comfortable working and learning remotely.
You have experience using asynchronous tools to communicate, like Slack.
You have impeccable communication skills.
You are obsessed with customer service.
You have strong organizational skills.
You are goal- and results-driven.
You are a strong team player but still a self-starter.
You are able to work in a high energy, hyper-growth, startup environment.
You are eager to learn, adapt and perfect your work; you seek out help and put it to good use.
If you value building amazing work relationships that will last a lifetime and if you seek a company that will nurture and grow your career in challenging new directions, you just may be a perfect fit.
Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).
We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves:
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- Remote friendly,
- Great atmosphere, regular retreats,
- Motivating remuneration, benefits,
- Respect for work/life balance,
- 20 paid vacation days, 5 sick &personal paid days, 10 Bank holidays, and extra paid day per year spent (capped to 4),
- Participation to the health insurance, dental & vision coverage, 401k, HSA.
- Career development,
- Glassdoor rating 5 stars (check us on Glassdoor)
- And more to come...
Agorapulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.
With more than 8000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.
WORKING AT AGORAPULSE: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.
Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.