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Customer Support Specialist

| Austin
Please apply on our careers page: https://bit.ly/2QRdhts
Apply now

Pingboard is looking for an empathetic, curious, and driven Customer Support Specialist to join our expanding Customer Support Team. 

We’re building the world’s best org chart and collaborative people planning tool (read our master plan.) We’re a close-knit team that is passionate about what we do. Our customers are dynamic companies with 50-5,000 employees in diverse industries. Pingboard helps them work and plan better, together. 

The Customer Support Team focuses on customer advocacy, education, and internal knowledge sharing. Our product is crafted with care, so you won’t spend your time responding to the same bug over and over again. Instead, you’ll go deep answering interesting questions about how to solve a company’s unique needs or troubleshoot a complex data integration issue. If you’re excited to roll up your sleeves, learn everything there is to know about Pingboard,  and make sure our customers have the best experience possible, keep reading!

This position is located in beautiful Austin, Texas or, if you’re an experienced remote professional, wherever in the U.S. you call home. Pingboard is committed to building an inclusive team with diverse backgrounds and life experiences. 

As our new Customer Support Specialist, you will:

  • Deliver empathetic, friendly answers and advice via email to incoming customer questions in a timely manner 
  • Become an expert in the customer-facing functions of Pingboard and use that knowledge to provide advice and solutions for common roadblocks
  • Use our internal tools to troubleshoot customer issues related to integrations and data connections; technical knowledge and curiosity will help
  • Talk to customers now and then for particularly complex or urgent issues
  • Contribute support articles and integration guides in our customer help center and internal knowledge base
  • Champion solutions to common pain points and product changes that will improve the customer’s experience
  • Learn and grow in a highly collaborative environment

To thrive in this role, you will:

  • Have 2+ years of Customer Support experience, ideally at a fast-paced, B2B, SaaS company
  • Be an insatiable problem solver who is driven to get to the root of the issue
  • Be engaging and enthusiastic in your written communication with customers who occupy a wide range of professional roles and technical acumen
  • Possess a deep well of empathy that you share from generously
  • Have experience crafting clear, succinct help content on technical topics 
  • Be a master at time management and prioritization
  • Have in-depth experience with Zendesk or similar tools

Extra credit:

  • Technical ability to reproduce and diagnose customer issues and an eagerness to learn more 
  • Familiarity with HRIS platforms and integrations like ADP, Azure Active Directory, Okta, and G-Suite
  • Experience with Pingboard in a previous role

To support you in your work, we offer:

  • A supportive environment where you can be your authentic self
  • An experienced leadership team committed to transparency
  • Our office in South Austin, with standing desks and company tab at our favorite coffee shop
  • Competitive salary and equity stake in the company
  • Medical & dental coverage
  • Open vacation policy and 10 company holidays
  • 401K
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Please apply on our careers page: https://bit.ly/2QRdhts
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • Objective-CLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

Right around the corner from Radio Coffee, Papalote Taco House, Thundercloud Subs, Soup Peddler with lots of other fun spots for walking meetings.

What are Pingboard Perks + Benefits

Pingboard Benefits Overview

Full medical and dental coverage for you, plus the flexibility to customize a plan for you and your family. We love hosting fun company wide events, happy hours, and game nights.

Culture
Friends outside of work
Eat lunch together
Team based strategic planning
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Invest in your future. You are eligible to enroll in the 401K plan with your first paycheck.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
We value time-off flexibility so much, we built it into the Pingboard app itself! When you need to head out early to run an errand, slip out to visit the dentist or doctor, just update your status.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Take off or work remote when you want. We trust you to decide as long as you’re working effectively with your team on our collective goals. We encourage our folks to have a strong work-life balance.
Paid Holidays
Along with our open vacation policy, we also observe 10 company-wide holidays.
Paid Sick Days
Take the time you need. Don't be a hero. Rest, recuperate, and come back when you're 100%.
Perks & Discounts
Casual Dress
Company Outings
We celebrate together and enjoy team building outings to grow and strengthen our bonds, our most recent one was Axe Throwing!
Stocked Kitchen
We take pride in offering tasty, healthy snacks and drinks. We keep a list in the kitchen where you can request your favorite snack and we'll do our best to get it!
Some Meals Provided
We have bi-weekly all-hands meetings with healthy, catered lunches as well as team specific lunch and learns on a regular basis.
Happy Hours
We host regular Happy Hour events at local spots around Austin. We keep things family friendly and encourage friends to join us at Happy Hour!
Parking
We offer employees Free on-site parking.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Recreational Clubs
We encourage you to share your hobbies. Get a small group to do it with you and the company will pay for it.
Professional Development Benefits
Job Training & Conferences
We want you to learn new things and work on projects that expand your skills. If there is a conference, tool, or stack of books that will help you grow, tell us!

Additional Perks + Benefits

In addition to our health and wellness benefits, you'll enjoy free coffee and espresso drinks on our company tab next door at Seventh Flag Coffee.

To save your back and help you burn some calories, we give every employee an electric adjustable desk, so you can sit or stand.

We have a handful of tickets to each taping of the Austin City Limits TV show. Let us know which bands you want to see.

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Apply now
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