Customer Support Representative (9AM-5PM PST)

Main Location
Philadelphia, PA, United States
Open jobs

Overview:

Guru is looking for a dynamic self-starter that will be genuinely attentive and empathetic to the needs of our valued prospects and customers. The Customer Support Representative is an essential role on our Customer Experience Team that will ensure our customer's overall experience using Guru is a spectacular one.

As a Customer Support Representative, you will be the voice of Guru for all new users. You will act both as an advocate for our product and a champion for our users. You will communicate with them via chat to educate them about Guru, gather their feedback about our features, and troubleshoot any issues they experience with our product. By keeping a pulse on user experience, you’ll also help drive improvements to Guru’s product and our support processes.

Additionally, your focus will include reviewing, responding, and advancing inbound support requests from users. You’ll work with our Engineering and Product teams to follow through with customers to ensure their bugs and technical issues are resolved in a timely and efficient manner.

This job is not only about how well you support our prospects and customers; it’s about how you lend your positivity and presence, combined with your skillset, to an energized environment and highly collaborative team. Strong sense of humor required, sarcasm detection skills a plus.

Responsibilities:

  • Compose and respond to inbound support requests from our prospect and customer communication channel (Intercom) in a timely manner
  • Become an expert on how Guru works and its day-to-day usage, helping our users understand the features and all of the benefits pertaining to their specific needs
  • Identify, reproduce, troubleshoot and document issues that arise for the engineering team to resolve. 
  • Actively collaborate with our Engineering Team to troubleshoot and escalate issues
  • Actively collaborate with our Sales team to connect interested trial users to the appropriate Sales team members for faster conversion
  • Effectively capture all customer and prospect feedback to share with our Product and Design Teams
  • Support the product development team in testing new features and bug fixes, prior to releasing to production
  • Contribute to the advancement of our documentation, training and on-boarding guides for both Guru users and new hires

Requirements:

  • You have 1-2 years experience in a similar role: customer support, customer success, account management, or sales (preferably in a startup environment)
  • You understand why support is a key contributor to a customer's happiness & success (CSAT and NPS scores) and how it plays a role in making a customer-centric team successful.
  • You are a naturally empathetic and articulate communicator and have exceptional verbal and written communication skills
  • You are able to tactfully support issues under pressure
  • You are excited about technology and are skilled at understanding technical problems
  • You have a natural interest in learning new things and figuring out how they work. You’re not afraid to challenge the status quo.
  • Ability to explain complex topics in easy to understand, concise, and clear language
  • Desire to learn. This is an incredible opportunity to learn fast and be exposed to a multitude of departments across the organization (Customer Success, Product, Engineering, Sales, etc.)

Bonus points for:

  • Basic understanding of APIs and product ecosystems a plus
  • Experience in a troubleshooting environment working closely with engineers and product teams
  • Previous experience working with remote teams or bicoastal teams

Benefits to you:

  • Competitive salary
  • Employee Stock Option Plan
  • Generous health and commuter benefits
  • Dog Friendly Office
  • The chance to contribute to an upbeat, fully engaged culture

About Guru:

Guru is a dynamic, fast growing start-up in Philadelphia and San Francisco. Our mission is to reinvent the way people connect with meaningful information at work. Guru’s knowledge management solution provides customer-facing teams access to expert-verified information where they work and when they need it most. We believe in cultivating a welcoming, inclusive culture that encourages personal growth through working hard and having fun.

Launched in September 2015, our vision is backed by an amazing group of investors including FirstMark Capital, Salesforce, Michael Dell, the Slack Fund, and Emergence Capital. As we enter the next exciting stage of expansion, we're searching for passionate individuals to join our rapidly growing team.

This is a full-time position located in our Philadelphia or San Francisco office. Re-location and/or Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the US.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 


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Customer Support Representative (9AM-5PM PST)
Guru Technologies