Asset Management for Jira
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AST (UTC -4), NST (UTC -3:30)
HOW WE CURRENTLY DO SUPPORT
Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.
For more passive support, we actively maintain a knowledge base. Customers can access the knowledge base to see answers to common questions.
Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.
WHAT YOU WILL DO
Answer customers’ questions with timeliness and empathy
Coach new users through the fundamentals of using our product.
Troubleshoot technical issues utilizing internal and external resources, testing things out on your own, trial and error, as well as through collaborating with the founders.
Hopping on calls to demo the product to potential customers
Collecting and reporting feedback to assist with product development decisions
Updating our knowledge base and making product training videos
Writing documentation for new releases
THE FIRST 90 DAYS
In 30 days, you will:
Understand the product and the space we operate in
Start writing draft responses to tickets
In 60 days, you will:
Be the first line of support for new and existing customers
Have written documentation to address common questions
Triage customer feedback and capture feature requests
In 90 days, you will:
Start demoing the product to prospects
Be an expert in the product
Create product training videos and write documentation for new releases
2+ years of Customer Support experience
Strong writing skills with a focus on clarity and accuracy
You’re a Manager of One. Ability to take ownership of their role, and drive it to completion with minimal supervision is critical for this role.
Ability to remain empathetic, even in difficult situations, and guide customers to efficient solutions.
Located in North America
Worked at a startup or a SaaS company before
Experience with Jira and Atlassian products
Have worked remotely before
WHAT YOU’LL GET
A competitive salary
20 days paid time off
Freedom to try new things (help people the way you want)
No disruptions (we have almost no meetings)
Plenty of opportunity for further education and growth
Fully paid healthcare (dental, medical, vision) coverage
401k with 3% company contribution
To apply for this job please visit asset-management-for-jira.homerun.co.