Senior Technical Support Specialist, fullstory
$72.5-77.5k
+ Discretionary bonus of up to 10% of base salary
More information about location
Behavioural data platform
Open for applications
Behavioural data platform
501-1000 employees
Open for applications
$72.5-77.5k
+ Discretionary bonus of up to 10% of base salary
More information about location
501-1000 employees
Company mission
To make every business more customer centric through true behavioural insights.
Role
Who you are
- Has previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs
- Experience prioritizing tickets based on customer needs using Zendesk
- Experience handling escalated customer requests with empathy
- Located in the United States and can work a 9am-5pm PST schedule
- Willing to assist with an incident, critical weekend and after hours rotation
What the job involves
- Technical Support Specialists at Fullstory are trusted product experts both for the company and for our customers
- Whether it’s helping a customer handle the nuance of search or tracking down why their site isn’t capturing user sessions as expected, Technical Support Specialists are constantly working on challenging problems while helping our customers love Fullstory
- In this role, you’ll be reporting to the Global Director of Technical Support Specialists and will be serving on the front-line, ready and willing to assist our customers when they reach out
- As a member of the Customer Experience organization at Fullstory, it’s never enough to only focus on a single ticket or play games to lower our response times (ugh)
- At Fullstory, we know the best way to support our customers is to eliminate snags in the product experience the first time around, and our Technical Support Specialists play a key role in advocating for improvements on the customer’s behalf
- Support customers via tickets in Zendesk, helping them to recognize the full value of Fullstory
- Advocate for improvements that matter to customers, leading to actual changes within the product and to our processes
- Proactively surface, propose, and implement solutions to broken and inefficient processes
- Budgeted time outside of the support queue (we call this extra-queue-riccular work) to contribute to projects that meaningfully impact company-wide goals
- Leverage AI-powered tools to accelerate troubleshooting, summarize complex customer issues, and identify trends in customer feedback
- The impact you will have in 6 Months:
- Manage the support queue with minimal assistance
- Devote up to 40% of your time working on projects outside of the queue
- The impact you will have in 12 Months:
- Be the final point of escalation for the most challenging customer situations
- Contribute to cross-collaborative projects that drive growth for the customer experience (CX) department
Our take
Behavioural analytics involves gathering and scrutinising data from the actions of users on digital platforms. This data then supports businesses with insights into users' interactions, to sequentially make informed decisions about the future development of their digital products.
Fullstory is a behavioural data solution, enabling businesses to better understand customer sentiments and behaviours across web and mobile platforms. Its comprehensive platform is ready-made for data, product and engineering teams, with one stand-out feature being that it supplies AI-ready behavioural data directly synced to a company's preferred destination.
The company has been recognised in the Deloitte Technology Fast 500 for five consecutive years, underscoring its significant impact in its space. Moving forward, Fullstory is looking to continue innovating its analytics stack and to deliver its global customers the understanding they need to drive business gains.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Aug 2022
$25m
LATE VC
Aug 2021
$103m
SERIES D
Total funding: $195.2m
Company benefits
- Remote-first work environment and flexible paid time off, plus annual company-wide closure
- Sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
- Professional development opportunities through training programs, career coaching sessions and an annual learning subsidy
- Monthly productivity stipend and reimbursement for remote colleagues for their initial home office set up
- Team events, Employee Resource Group events, Listening & Alignment weeks, and team off-sites
- Paid parental leave
- Global fertility and family building benefit that encompasses all journeys to growing your family
- Bereavement leave
- Miscarriage/pregnancy loss leave
Company HQ
Brookwood Hills, Atlanta, GA
Leadership
Scott Voigt
(Co-Founder & CEO)Also Founded Monetology and Homebase.io, and worked as COO for Innuvo (acquired by Google).
Joel Webber
(Co-Founder)Prior work includes being an Engineer for Google, AppForge and Holistic Design. Also Co-founded Innuvo.
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