Technical Support Level II / Quality Assurance Software SaaS

We’re growing again!

Please review the full job posting before submitting your application. We are searching for a candidate who has extensive experience in providing technical support to customers of a software platform. Smarter Launch helps pest control companies close more deals by providing an effective proposal solution. Our company values are as follows:

– We are thoughtful, kind, knowledgeable, helpful, patient, proactive, empathetic, humble, hard-working and focused on helping our customers succeed.
– Always be learning. Turn what you learn into documentation that can help someone else within the organization.
– We understand that seconds saved, turned into minutes, hours and days back to our customers to spend how they choose. Our software and service should always aim to make life easier, never harder.
– When problems arise, we blame the process, not the person. The question should always be, how did our process allow this problem to happen and how can we fix the process?

We are currently a team of 4 founders and 9 employees. We are all remote and collaborate through tools such as Slack, Jira, Confluence, and Loom.

If you’re a person who is driven by customer happiness and success, then this role is made for you.

You’re good at:

– Thinking outside the box to figure out problems
– Digging in and really aiming to understand how things work
– Collaborating with others to drive best practices
– Working directly with clients to achieve success
– Communicating with fellow team members

Extra awesome:

– You love inspiring others with enthusiasm
– You have a never say never attitude
– You have experience working at a software company (SaaS)

What you’ll do:

– Check support tickets for any customers needing assistance
– Add solutions into Smarter Launch as you answer customers questions that are not already answered in the help guide.
– Proactively suggest improvements to any aspect of the product, customer experience, etc.
– You look for bugs in the software. You seek to become an expert in how Smarter Launch works so that you can guide customers to the answers they are looking for.
– Add test cases to new JIRA issues to ensure we are fully testing new features and bug fixes before deploying to a customer

What you’ll need:

The following experience is relevant to us:

– At least 3 years of professional experience in Technical Support
– Experience in building and maintaining strong relationships with customers.
– Excellent English verbal and written communication skills, a great listener.

Compensation: $6-9/hour depending on experience.

!!! IMPORTANT !!! – How to successfully apply:
If you are reading this, you’re our kind of person! We would like for you to provide us with a short video introducing yourself. Tell us about your prior experience, why you think you’d make a great addition to our team and something you love to do!

Please record the video with Click to view and send us over a link as part of your application.