Web Support Engineer
Who You Are:
The Web Support Engineer supports the Customer Success team by supporting clients in troubleshooting technical demands. This role will address tickets through the ticketing management solution and work closely with the Product and Engineering teams to prioritize tickets and influence product strategy.
What is Expected:
- Take a proactive ‘customer-first’ approach.
- Troubleshoot basic issues with the platform and escalate as necessary in a timely manner.
- Setting up, reviewing, and troubleshooting file transfers for clients and all current integrations.
- Help build tools that allow others in the company to troubleshoot and address technical issues.
- Partner with the Customer Success team in tracking customer issues and requests.
- Manage incoming support tickets and deliver first-tier platform support handling the initial research, troubleshooting, and resolution of customer issues.
- Help customers launch advanced campaigns.
- Proactively addresses issues with team members and other leaders before they escalate.
- Meet and strive to exceed company retention and customer satisfaction goals.Handle special projects or requests from Customer Success team.
- Stays up to date on industry best practices.
What You Bring:
- Proficient English both written and verbal
- Need to have finished or be completing a college degree in a technical field
- Has at least 1 year of experience in front-line technical support or customer service roles at a SaaS company
- Knowledge and experience working with third-party systems via APIs (Salesforce, NationBuilder, MailChimp, or similar systems), SSO, File Transfer
- Has experience with a ticketing solution at a user, manager and admin level (ZenDesk, Atlassian, JIRA, etc.)
- Has worked directly with product and engineering teams to help prioritize tickets and influence product strategy
- Strong analytical skills to review data and utilize it to better understand customer and team challenges
- Strong troubleshooting and problem-solving skills
- Exceptional attention to detail
About the Customer Success Team
- We’re responsible for ensuring that clients have an amazing experience with Quorum
- We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
- We are dedicated to every user’s success and address challenges quickly and creatively
- We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
- We take pride in developing personal relationships with our users and our team
- We regularly support one another to ensure the success of our team and our clients
- We're very close as a company—we work together, hang out together, and we value each others' ideas and input
Company Benefits & Perks
- Robust and competitive benefits package fully paid by the company
- Health and Dental insurance
- Flexible food stamp
- Work from home allowance
- English tutoring
- All the Alura Courses available for all the employees!
- Mental Health Incentive
- Flexible working hours
- A highly accountable culture with coaching and development to support personal and professional growth
- Teambuilding activities and lots of collaboration
- An opportunity to meet and interact with leaders from government, organizations, and technology
Quorum Is Working to Advance Pay Equity: What Does That Mean For You?
In an effort to continue to build a diverse and inclusive work environment that advances pay equity, Quorum has implemented a “No Negotiation” policy for base salary for new hires for roles that are currently staffed by three or more team members. This means that candidates for the Customer Success Manager role cannot negotiate Quorum’s base salary offer.
Here’s our promise to you:
- We will not ask you what you are currently earning.
- We will consider years of relevant experience, relevant professional certifications/education, and performance expectations in setting what we believe is a competitive, fair base salary offer.
- We will be transparent about our compensation structure (see above) so that all candidates have equal access to compensation information and can make an informed decision about whether or not Quorum is the right workplace for them.
If you are interested in learning more about how negotiation impacts pay equity and/or why other start-ups have decided to implement a “No Negotiation” policy of some type, here are a few resources: Project Include, AAUW, Ministry for Women, Magoosh.
Note: Quorum does not endorse or verify any of the information provided in the resources on the impact of negotiation on pay equity. We provide these resources simply to increase awareness of a topic we believe is important for both employers and candidates to consider.
Please submit your resume in English.