Technical Customer Support Associate
Zello builds technologies that connect and protect frontline workers, a staggering 80% of the global workforce. With over 150 million users, we turn any phone into a walkie talkie and provide a complete communications ecosystem for frontline organizations. We’re the industry leader, helping transportation/fleet management organizations, retail associates, paramedics, nurses, hospitality workers, and construction crews stay connected and get work done! As a company, Zello is bootstrapped, has strong product-market fit, and is now accelerating its growth across a multi-billion dollar market.
The job
We are looking for experienced Technical Customer Support Associates to help us ensure the needs of our customers, current and future, are addressed in a timely and awe-inspiring fashion. In this role, you will handle a wide variety of customer support questions, from deeply technical issues involving our on-premise servers and APIs, to billing or subscription management, from small customers like your local towing service to large multinational corporations. The position is located onsite in our Austin, TX office.
After a successful first 3 months you will
- Be a product expert able to assist customers with questions, configuration, and issues.
- Contribute to our overall efforts to expand our education and training materials for Zello Work.
- Easily navigate our Customer Success tools (i.e. Zuora, Hubspot CRM, Hubspot Tickets, ZenDesk, internal tools)
- Serve as the voice of the customer, identifying features and fixes important to the users.
You should apply if
- You have 5+ years experience in technical support and understand networking and mobile apps, mobile devices, and enterprise SaaS software.
- You have 5+ years experience in creating technical documentation and videos for the purpose of educating our customers.
- You have a tinkering mindset with the ability to dive deep on issues to identify the root cause.
- You have an analytical mind with a passion for problem-solving, curiosity and a desire to dig into root causes to troubleshoot an issue to solve a customer problem.
- You stay cool under pressure even when customers are unpleasant because sometimes we have bugs, outages and just not enough time to get through all your tasks.
- You pay attention to detail and make sure you respond thoroughly to customers, so please make sure you mention the color orange in your cover letter or email when applying.
- You are accustomed to working cross-functionally to solve customer problems or questions.
- You understand that running a global company may require providing customer support during non-business hours so you may be asked to work a flexible schedule (e.g. working a full schedule but starting at 7 am CT or ending at 7pm CT).
- You live in the Austin, Texas area
Ideal Skills we’re looking for
- You have experience in technical support in a SaaS startup.
- You have 5+ years experience in technical troubleshooting mobile applications, networking, and SaaS software configurations.
- Hands on experience reading log files in the course of troubleshooting.
- An investigative mind with the desire and abilities to understand who is on the other end of the line, what is their pain points, and how to assist them
- Demonstrated ability to proactively take ownership of conversations or projects, and relentlessly seeking productive outcomes
- Experience creating technical documentation and videos around product functionality and uses.
- Excellent written communication skills and the ability to craft helpful and professional answers in mere seconds or minutes
- You know your way around HubSpot and Zendesk
- Ability to communicate in Spanish
At Zello, we're looking for people with honesty, grit, and a strong desire to serve frontline workers. We hire for potential and passion over checking every qualification box. We pay generously, offer equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, from flexible work schedules to sabbaticals after a few years of service. Join us.
