Customer Support Specialist in Bitly

At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.The RoleBitly is looking for a Customer Support Specialist who will play a pivotal role in upholding the excellence of our customer experiences by providing top-tier, exceptional service for our customers and empowering them to utilize the Connections Platform to its utmost potential.This position will primarily involve handling inbound customer inquiries via Zendesk. While troubleshooting and assisting customers, you will also triage and report potential bugs and share customer feedback with our Product and Engineering teams.As a member of our Global Support Team, you will be responsible for resolving more complex technical issues, providing in-depth product knowledge, and collaborating with cross-functional teams to enhance overall customer satisfaction.What You'll DoTechnical Issue Resolution: Investigate and resolve escalated customer issues related to Bitly's platform, ensuring a timely and satisfactory resolutionProduct Knowledge: Develop and maintain an in-depth understanding of Bitly's products and featuresRelay Best Practices: Provide expert guidance to customers regarding advanced features, and customization optionsCustomer Education: Create and update support documentation to empower customers with self-help resourcesCollaborate: Work closely with Level 1 support, engineering, and product teams to communicate customer feedback, report bugs, and contribute to ongoing product improvementsQuality Assurance: Ensure the accuracy and completeness of support ticket documentationDocument Internal Processes: Contribute to the development and maintenance of support processes to improve efficiency and effectivenessWho You AreTechnical Skills: Experience working in a customer support role, preferably in a technical or SaaS environmentQuality Focus: A strong commitment to maintaining the highest standards of customer serviceTime Management: Utilize excellent time management and organizational skills to efficiently prioritize and address customer inquiries while gathering and maintaining product knowledgeCommunication Skills: Strong communication and collaboration skills, enabling effective interaction with cross-functional teamsSelf-Motivated: A self-motivated problem solver capable of independently troubleshooting complex inquiries with limited instructionAdaptability: Experience working in an evolving environment, adapting to changing requirements and contributing to iterative developmentCuriosity and Problem-Solving: An inquisitive mind and continuous curiosity that drives you toward creative and effective problem-solvingUS Employee BenefitsCompetitive Salary + Stock OptionsComprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)401k with up to 4% employer matchOne Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidanceMeaningful opportunity for community building through our Employee Resource GroupsAccess to care for everything from mental health, reproductive health, family planning, pediatrics with Maven.Access to mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.Unlimited PTO Policy, including Mental Health days and 2 annual “Recharge” weeksWellness reimbursement programPartial cell phone and WiFi service reimbursementVoluntary LegalShield for legal services and IDShield for identity theft protectionUnlimited vacation, personal time, and flexible work from home policiesFull support for remote work, including a $500 home office stipendGenerous parental leave policies; maternity and parental leave for growing familiesBudget for professional development opportunities, including courses and conference attendanceCompany sponsored volunteering opportunitiesClosingUS applicants must be currently authorized to work in the United States on a full-time basis. Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Texas, Vermont, Virginia, Washington ***If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)This position is salaried and classified as non-exempt under the Fair Labor Standards Act (FLSA), which means the you are eligible for overtime pay for hours worked beyond the standard 40-hour workweek.The annual cash compensation range for this position is below. Final compensation will be determined based on experience and skills and may vary from the range listed.Pay Range$48,000—$72,000 USDOur ValuesBe a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the worldTake Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers' most challenging problems and celebrate the wins togetherChampion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thriveShow Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset - let’s do the right thing, even if it’s the harder thingHave Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetimeIn keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly. Show more Show less Должностной уровень Молодой специалист Тип занятости Полный рабочий день Должностные обязанности Другое Отрасли Разработка программного обеспечения