The Support Hero can be based anywhere in Europe or the East Coast (USA). He-she provides assistance and technical support to Agorapulse clients in English. Support is provided by email or chat, and occasionally by video.
The working hours are 11am - 8pm (GMT)
Job description :
Support prospects and customers in their understanding of how the product works.
Listen to the customer and be responsive and, in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.
Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.
Participate in the beta tests of the new functionalities of the platform.
-Participate in the improvement of the Help Centre Articles and internal help material in English.
Maintain deep expert product knowledge
The Support Hero reports to the Customer Support Manager EU/EN and will work in coordination with many support agents located in Europe, Asia, and the Americas.
If you are the ideal candidate, you will have customer satisfaction as your top priority.
You have a minimum of 2 years experience in a customer facing role. However a deep knowledge of SAAS tools and the customer support environment will be a significant advantage.
You are familiar with CRM tools like intercom.io, zendesk.com, etc.
You are comfortable working and learning remotely.
You have experience using asynchronous tools to communicate, like Slack.
You are fluent in English - either native or expert level. Knowledge of another language (Spanish or German) would be a plus but not an obligation.
You have impeccable communication skills.
You are obsessed by customer service.
You have strong organizational skills
You are goal- and results-driven
You have Experience in the social media industry (a big plus)
You are a strong team player but still a self-starter
You are able to work in a high energy, hyper-growth, startup environment
Eager to learn, adapt and perfect your work; you seek out help and put it to good use
If you value building amazing work relationships that will last a lifetime and if you seek a company that will nurture and grow your career in challenging new directions, you just may be a perfect fit.
Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).
We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves: pleasant spaces, motivating remuneration, Health insurance, respect for work/life balance, 20 paid vacation days and 5 paid sick/personal days per year, and extra paid day each year spent with us.
AgoraPulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.
With more than 7000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.
WORKING AT AGORAPULSE: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.
Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.