Customer Support Representative at A Cloud Guru

| Austin
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The Part-Time Customer Support Representative

DETAIL-ORIENTED | CREATIVE | CUSTOMER-FOCUSED

As a Customer Support Representative at A Cloud Guru, you'll be responsible for the day to day support of A Cloud Guru students. You'll leverage your people skills and knowledge of the product to ensure customers receive the best experience throughout their cloud journey with A Cloud Guru. This role is also the voice of the customer and provides valuable insights to key product teams.

Hello, we're A Cloud Guru

Our friends call us ACG.

We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful. The people are the #1 reason employees say they stay at ACG. We’re a quirky, tight-knit crew that cares about our customers and each other. No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.

It’s an exciting time to join the team, because we’re in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.

People here are kind and quirky. The vibe in the office is very welcoming. Come in, be yourself, work hard, and you’ll fit right in. - Mike, Account Executive As a Part-Time Customer Support Representative at ACG, you’ll get to:
  • Learn new technologies quickly and become very knowledgeable of A Cloud Guru’s product
  • Partner closely with your team’s voice of the consumer representatives to pass along information and insight
  • Build and document key internal operations to drive efficiency

We are looking for someone who can:

  • Ensure customer issues and feedback are reported and documented using our internal tools, which include:
    • JIRA
    • ProductBoard
    • Notion
  • Effectively communicate with support team and other key departments on customer issues
  • Promote customer self-service by collaborating on customer help articles
  • Maintain ongoing knowledge of our product offerings and updates
  • Fully understand, research and resolve customer issues
What you bring to the table

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.

  • Proven experience providing high-quality support to customers - no previous Customer Support experience required
  • Strong verbal and written communication skills
  • Strong time management skills 
  • Experience utilizing a CRM software is a plus!
  • Bachelor’s degree, or equivalent experience, is preferred

You need hunger and passion to succeed, but you also need humility. It's not about chest beating here. It's about collaboration. –Travis, VP of Sales

More than a job

Where you work isn’t just a career decision -- it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll bring you onsite to talk face to face, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • DynamoDBDatabases
    • FirebaseDatabases
    • RedshiftDatabases
    • S3Databases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • MarvelDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • ContentfulCMS
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

Location

Feed off the energy of Downtown Austin. Sit in the grass of the Capital, talk business over Medici coffee, and become a regular at a local lunch spot!

An Insider's view of A Cloud Guru

What’s the vibe like in the office?

The vibe here is a reflection of the people – laid back, casual, and most of all, jovial. Folks are exceptionally welcoming and willing to help out where they can. Humor is necessary to get through the work day, and we've got that in spades here.

Vijay

Finance Guru

What does your typical day look like?

The environment at ACG is fast-paced and always changing, so every day is about adapting to change and having a positive outlook. I get to be on the frontline with our learners by driving value through mapping our resources to their strategic goals. My teams meshes well together to create one safe collaborative environment.

Sean

Customer Success Manager

How does the company support your career growth?

I feel like I'm the CEO of my own business and the sky's the limit! If I work hard, am customer-centric, am strategic, and follow a sales process aligned to the customer journey I will be successful in my role. Hands-down, we are set up for success and we are changing lives and giving people the resources to change the trajectory of their careers.

Brenda

Account Executive

How do your team's ideas influence the company's direction?

You have a real opportunity to make a lasting impact at this organization. We have pretty lofty goals for 2020, and being on the sales team you get a chance to really impact that. Whether it's closing a deal that gets us over our goal for the quarter, or coming up with a prospecting strategy that is shared throughout the organization.

Michael

Account Executive

What makes someone successful on your team?

It’s really important to this company for people to make their mark, and to be able to say, “I came in and noticed that we needed something, so I helped fix it. There is no stifling of ideas or individuality. Your ideas are very much welcomed and encouraged.

Kellie

Sr. Customer Success Manager

What are A Cloud Guru Perks + Benefits

A Cloud Guru Benefits Overview

We treat our people well, simply because it's the right thing to do.

Culture
Volunteer in local community
To celebrate our value 'Be Hungry, Stay Humble' we plan a day of charity each year. We volunteer around the city, and are active environmentalists.
Partners with Nonprofits
It is our vision to enable anyone, anywhere to become a cloud guru. We live this vision by partnering with customers such as the South African nonprofit Quirky30 and Women Who Code.
Friends outside of work
Eat lunch together
Intracompany committees
If we're being honest, right now we really only have our awesome Culture Committee. We need you to join and help stand up some more!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
From ex-6th street bar owners to ex-Silicon Valley, our management team, lead by our fearless leader and President Katie Bullard, is not only diverse in gender, but also background.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Put aside up to $2,700 bucks to spend on yourself, or $5,000 on your dependents. $$$
Disability Insurance
Dental Benefits
A Cloud Guru pays for 100% of employee medical, dental and vision, up to a cap dollar amount.
Vision Benefits
A Cloud Guru pays for 100% of employee medical, dental and vision, up to a cap dollar amount.
Health Insurance Benefits
We're a little company that can compete with your big company benefits. We partner with a provider that gives us Enterprise-level benefits at our startup size. Yippie!
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of paternity leave, so go on and have a little one.
Flexible Work Schedule
No one should have to feel guilty about going to the doctor or picking up their kids. Own your schedule, just don't abuse the system and we'll all be happy.
Remote Work Program
We like when our employees are in the office, because it lets us build a family culture, but we give everyone the freedom to work where they're "from-from" for up to a week!
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Work to live, don't live to work!
Vacation & Time Off Benefits
Generous PTO
A Cloud Guru offers 4 weeks of paid time off. Startups are tough, so we want you to unplug and use your time off, but if you don't, you have the opportunity to roll over 64 hours.
Paid Holidays
We offer all employees paid time off for all major holidays
Paid Sick Days
Sorry you're sick. Here's 80 hours of paid sick leave a year.
Perks & Discounts
Casual Dress
Commuter Benefits
Are you a train or bus person? We partner with WageWorks to provide public transit benefits. We offer free parking for our drivers, and if you're a walker we reward you with $125 monthly stipend.
Company Outings
Every quarter we celebrate one of our core values by hosting a big company outing.
Free Daily Meals
Family lunch is our favorite office tradition. We don't eat at our desks, we eat together.
Stocked Kitchen
We eat a lot of cheese, and have heated debates over LaCroix vs Waterloo. The hard-boiled eggs are a bit watery, but people eat 'em!
Happy Hours
Parking
We have your Downtown parking covered. We offer paid garage parking nearby the office.
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Training is in our DNA. Every Guru is given $250 a quarter to spend on professional development, and given 2 hours EVERY week to put aside their daily work to focus on training.
Lunch and learns
Improve your sales skills, branding skills, learn how to not get your passwords stolen, figure out what the heck is going on with your benefits
Cross functional training encouraged
Promote from within
Continuing Education stipend
One of our values is Learn All The Things. To live this value, every Guru is given $250 a quarter to spend on professional development.
Time allotted for learning
Every Friday for 2 hours, we put down our normal work and spend time learning something new.
Online course subscriptions available
Paid industry certifications
Within months of joining, all Gurus take their Certified Cloud Practitioner exam, so that we can empathize with our students. After that, use your training budget for all the certs you need!
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