Customer Support Generalist, Academia

• Process Optimization: make our work easier and faster and proactively identify process inefficiencies and craft solutions
• Communication: communicate effectively with our users, remaining kind even when they’re challenging, as well as communicate with a high degree of technical competency with our team
• Autonomy & Self-Motivation: work independently and act without direction, proactively looking for ways to improve the customer experience
• Technical competency: figure out how technical things work and troubleshoot technical issues
• GED or high school diploma required, associates or bachelor’s preferred
• Fluent in reading and writing English with excellent spelling and grammar
• Demonstrable track record of process optimization and/or technical customer support
• 2+ years of customer support experience
• Experience with CRM technology, ideally Zendesk
• Experience with automation technologies such as Zapier
• Experience troubleshooting bugs and writing bug reports

Desirable

• Join us as we continue to redefine what's possible in the world of research
• We’re looking for a thoughtful, autonomous, and detail-oriented CUSTOMER SUPPORT GENERALIST to respond accurately and quickly to our customers, and to increase the team’s efficiency by improving both internal and external processes and documentation
• Day-to-day customer support
• Communicate with customers to identify their problems and find solutions in a helpful and thoughtful manner
• Identify and monitor recurring issues and customer feedback, and provide weekly updates to team leadership
• Process Optimization
• Improve clarity, accuracy, and cohesiveness of our internal and external documentation
• Solve our current inefficiencies, such as our voicemail system
• Technical Improvement/Analysis
• Triage and scope bugs reported by customers
• Investigate and submit bugs, communicating effectively with engineering and product
• External Documentation
• Build out a new help center for our users