Senior Technical Support Specialist, Qualified.com
$105-110k
+Bonus & Equity
More information about location
Pipeline generation platform
Open for applications
Pipeline generation platform
201-500 employees
Open for applications
$105-110k
+Bonus & Equity
More information about location
201-500 employees
Company mission
To change how companies generate pipeline.
Role
Who you are
- If you love helping others, solving puzzles, and working on an agile team this is the place for you
- You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
- 3+ years of experience providing support in a B2B SaaS company
- Bachelors degree
- Excellent interpersonal, communication, and writing skills
- Extensive knowledge of Salesforce CRM
- Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
- Working knowledge of Javascript and API errors
- Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
- Passion for making customers successful with software solutions
- You enjoy analyzing issues and digging into complex problems
- You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances
- The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge
- You’re interested in growing your career in Technical Support and helping us grow an amazing team
What the job involves
- Qualified is looking to add a new member to our Technical Support team as we scale our world class support
- As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering
- You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience
- Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls
- Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers
- Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs
- Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap
- Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
- Working on our incident response team to provide critical communication to our customers and internal staff during incidents
- Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience
Our take
Customer Relationship Management service Salesforce is used widely across the sales landscape. But because interactions on the platform are anonymous and text-based, they can feel impersonal. Many VIP customers prefer to put a face to the name and connect personally with a company, but this information is not revealed by Salesforce.
Qualified.com alerts companies when a high-profile customer is considering a purchase through their website, in addition to providing services that allow them to act upon this. By personifying web traffic and providing communication tools such as video and voice chat, companies are able to offer VIP clients high-quality sales conversations whilst they are visiting the website.
The sales CRM landscape is dominated by Salesforce, and Qualified.com’s approach to integrating their services within this platform is a seriously smart move. By allowing businesses to directly recognize and communicate with a high-profile customer, the startup presents itself as a serious competitor within the CRM industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$95m
SERIES C
May 2021
$51m
SERIES B
Total funding: $163m
Company benefits
- 100% Employee Paid Medical, Dental, & Vision
- Work From Anywhere
- 401k plan
- Free Monthly Gigabit Internet For Your Home Office
- Open Vacation Policy
- Paid Parental Leave Up To 16 Weeks
- Work From Home Setup On Us!
- One Medical Membership (including Tele-Medicine)
- Quarterly Swag
- Generous Employee Referral Program
- HSA / FSA Savings Accounts
- Disability Benefits (Short Term & Long Term) Paid By Us!
- Annual Learning Stipend
- Internal Coaching For Leaders
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Kraig Swensrud
(Co-Founder & CEO)Kraig worked for Salesforce.com for almost 7 years, before joining Campaign Monitor as CMO in 2014. Having founded GetFeedback in 2013, they founded Qualified.com in August 2018.
Sean Whiteley
(Co-Founder)Sean worked as an Aol Systems Engineer, a PwC Developer and Director of Sales Engineering at webMethods. They spent over 6 years at Salesforce.com before co-founding GetFeedback and Qualified.com.
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