Technical Support Representative Jobs

ABOUT JOTFORM

Jotform is a San Francisco-based SaaS company with more than 20 million users worldwide. We are thriving and growing, and we’ve never needed outside funding. That’s because we like keeping things agile, independent, and fun. Jotform believes everyone should be able to create their own online forms. Our 10,000+ ready-made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises.

We are looking for a Technical Support representative in Vancouver for our rapidly growing customer base. This is a full-time, in-office opportunity.

ABOUT THE ROLE

Your main role is to help customers via our very own support ticketing system. You will help resolve product support issues via chat and email, with the potential to help over Zooms and phone calls when needed.

The key objectives of this role include, but are not limited to:

• Act as a customer-facing subject matter expert
• Collaborate with product, development and customer success team members to promptly triage and remedy user issues, analyze origin of the problem and track effect of resolution
• Maintain communications with customers during the resolution process.
• Utilize our ticketing system to respond to support tickets. Keep track of your own support tickets, and follow through to completion.
• Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions and resolve issues while maximizing customer satisfaction
• Provide accurate and timely support by documenting all issues and resolutions.

What Do You Need to Be Successful?

• A strong technical knowledge in general and common sense are necessary. You have to be witty and creative in finding workarounds
• Experience providing product support within a SaaS or IaaS product
• HTML, CSS and JS knowledge is optional, but it will certainly come in handy when providing workarounds to help customers build and design their forms
• You should be well-versed with CMSs, CRMs, site builders, etc. as our form builder integrates with lots of 3rd party platforms

ABOUT YOU

• Adaptable , flexible and commercially aware
• Excellent organizational skills with the ability to prioritize and manage multiple initiatives
• Ability to work with little to no supervision
• Team player who is open to feedback
• Customer facing skills combined with excellent verbal and written communication skills

Perks & Benefits

• Generous market competitive total compensation package
• High-growth, fast-paced environment with collaborative and unique team culture

OUR PROCESS

We thank all applicants in advance for their interest and taking the time to apply for this position at Jotform!

Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/