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Posted about 1 year ago

Job Category
Customer Success Group

Job Details

Job Description: User Support & Operations Specialist The User Support & Operations specialist is focused on providing Quip users answers to their questions and solutions to their problems. They are skilled at balancing and prioritizing the immediate needs of roughly 40 users per day while identifying the highest leverage opportunities to make the team more effective and productive. At a high level, our team is very passionate about solving people's issues, and acts as a strong advocate for Quip users. We are trusted product experts who align cross-functional partners to ensure the best possible experience for our user base.

Responsibilities

1+ years of Tech Support experience, ideally in SAAS
Respond to user inquiries with high quality, speed, and accuracy

Work directly with users to resolve their issues through email and outbound phone interactions

Identify user trends, identify bugs, and work with cross-functional partners to implement change

Advocate for users across all markets

Gather, analyze and utilize relevant data to develop ways to improve the overall support experience

Promote and contribute to the building of systems that improve the overall efficiency of the User Support and Operations team

Requirements
Strong technical aptitude and attention to detail

Excellent interpersonal and communication skills
The ability not to be deterred - and the charm to pull off being persistent without being annoying
Empathy with a knack for understanding what a user really needs and why they need it
Passion for providing top-notch customer service

SaaS and Salesforce Admin experience a big plus

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.