User Support Superhero
Full time, Remote, Competitive Salary
At Heroic, we turn entrepreneurs into online superheroes by giving them beautiful, easy to update sites that work to grow their business.
To do that, they need to have awesome, dare I say, "superhero" support to jump any tech hurdles they may face. :)
We’re looking for the right person to add to our growing support team so that users are rarely confused, but when they are, they find a caring human who can point them in the right direction.
About You
- You have a love of excellent written communication. You're a grammar snob, but you never let formality get in the way of effective communication
- You love helping people do and achieve things they never thought they could, and you live for that "a-ha!" moment when they finally get it
- You're skilled at asking great questions, and you're able to read between the lines and understand what users are really asking for
- You have critical thinking, and you know that the best, simplest and fastest way to get a user to their solution may not be the most obvious one. You also understand that sometimes you just need to make them a goddamn video
- You're able to say "no" in a way that still feels good, and give people positive alternatives
- You naturally make people feel respected and empowered
Things You'll Be Doing
- Work a full 8-hour day on our help desk, respond to incoming questions and tickets
- Watch incoming requests and spot trends in customer issues to flag for the wider team
- Identify, reproduce, and document bugs for our engineering teams
- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation
- But most of all -- you'll be creating happiness. You’re here to change how customers feel about us and Heroic for the better. Every interaction is an opportunity to connect and leave a person happier than they were before. Go ahead and include that GIF or emoji in your reply to them.
Required
- You have prior experience in a similar role
- You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not afraid of the technology
- You know when something is too much for you to handle and are not afraid to ask for help. You are skilled at explaining solutions to technical problems succinctly and clearly
- You are fluent in English, and are a strong, confident, and clear writer
Bonus Points
- You have previously worked with customer support for a web-based application or in a dynamic startup environment
Interested?
Don't send us a resumé. It's boring :) Instead we offer a better way to apply:
1. Sign up for a free Heroic account at: http://heroicnow.com
2. Pick a feature of our app and write a tutorial for it. (You can see the style we prefer over here. It's breezy, informal, authoritative, sometimes funny, but always as brief as possible while being helpful.)
3. Send your work to [email protected]. If we think there's a fit, we'll be in touch.
We're looking forward to meeting you soon!
Until then, be heroic 💪
Murray Gray, CEO.