Junior Support Specialist
RStudio- Full Time
- Posted : 4 years ago
TELECOMMUTE LOCATION: Remote, Work from home
RStudio is seeking a junior support specialist to join a creative and collaborative team of humble, talented support engineers from a variety of backgrounds.
About the job
In this role, you will perform a mix of administrative and technical tasks that help the team provide courteous and timely support to customer queries. You will begin by learning our current procedures related to handling email support requests, delivering software licenses to customers, and responding to questions from other teams within the company. Once you are proficient in these areas, you will learn to triage, troubleshoot, and respond to certain business and technical questions from customers and colleagues. Along the way, you will have opportunities to influence processes and products as you work with multiple systems and teams to help drive an exceptional customer experience.
As a junior specialist, you will be provided with the mentorship, resources, and training you need to come up to speed quickly on the tools and technologies related to our products and support mechanisms. You will be working primarily over email, Slack, and web calls to help the team provide successful issue resolution as quickly and painlessly as possible.
About us
We are a fun-loving and diverse group who share a passion for building high-quality software and delivering a great user experience. Our team members live in various locations across the United States (and occasionally elsewhere!) and work together via Slack, holding regularly scheduled and ad-hoc video calls, and communicating our ideas through documents, images, and code (and code reviews).
We welcome all talented candidates and are committed to a culture that represents diversity in all its forms.
We prioritize giving employees “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at RStudio.
We operate under a unique sustainable business model: 50% of the software engineering we do at RStudio is open source. We are profitable and we plan to be around twenty years from now.
Responsibilities and Duties
- Monitor several email addresses and Slack channels for support requests from customers and colleagues alike; triage, route, or respond
- Generate and deliver a variety of product licenses to customers
- Respond to billing inquiries
- Answer sales, licensing, and open-source product questions from customers with kindness and skill
- Write or update internal documentation related to support processes and tools
- Identify and communicate potential product improvements based on customer feedback
After you have mastered the core tasks associated with this role, you may choose to train up on additional products and technologies, which will allow you to troubleshoot more complex customer issues in a variety of environments. If you take that option, this role could support a career path in technical support engineering, solutions engineering, product management, quality assurance, and other disciplines.
About you
You have a passion for learning, teaching, and troubleshooting in collaboration with customers and colleagues. You are customer-focused, efficient, humble, pragmatic, and empathetic, and you love to help others succeed.
You do not need a background in IT or technology, but an interest in software, a desire to help others, and a willingness to learn are essential. We believe that support tickets represent opportunities for improvement, so we value analysis, reflection, and critical thought on the team. Strong communication and organizational skills, and the ability to work independently and as a part of a team, are also required.
Our startup culture is smart, driven, customer-focused and nonsense-free. If you enjoy learning, are a keen problem-solver, and love helping people, we want to talk to you.
Notable
- 100% distributed team with minimal travel
- Competitive compensation with great benefits including:
- Medical/Dental/Vision insurance (100% of premiums covered)
- 401k Matching
- A home office allowance or reimbursement for a coworking space
- A profit-sharing system
- Flexible environment with a generous vacation policy
Skills
- communication skills
- Customer Support
- Technical support
