Services Support Agent (Remote)

Employment: Full Time Experience: Junior

The ideal candidate is someone who wants to be on the support side and who wants to learn more about how modern services can be supported via action. We have a “green field” in the sense that we need to identify the right process for these services.

We are looking for skilled people around the world. If you would love to work remotely and help GitLab grow, this is the right spot for you.

  • Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
  • Triage customer issues on the support issue tracker and via Zendesk.
  • Submit and comment on bug reports and feature requests based on customer interactions
  • Create and update documentation based on customer interactions
  • Engage with the development team to escalate bugs, solve problems, or obtain missing information
  • Ensure the knowledge we gain from running is shared with customers and users
  • Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
  • Maintain good ticket performance and satisfaction
  • Meet or exceed SLA times consistently
  • Affinity for (and experience with) providing customer support
  • Ideally 1+ year experience with supporting MVC / SaaS applications
  • Understand the basics of Git terminology
  • Excellent spoken and written English
  • You share our values, and work in accordance with those values
  • Successful completion of a background check

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