Posted about 1 year ago
Customer Success Group
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.
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
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 plusPosting Statement
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