Level 2 Customer Support - Quip (*Swing Shifts) Salesforce
San Francisco, CA

Job Description

Job CategoryCustomer Success Group

Job Details

Quip's mission is to build a new class of productivity tools that every person at every company enjoys using every single day. Our Support team is looking for Level 2 customer support who will provide expert, thoughtful, quick, and consultative support. Our end users are creative, passionate, and dedicated to changing the way they work; our Support team's mission is to help these users along that journey. Level 2 Customer Support is focused on assessing, managing, and solving tickets tied to all main features of the Quip platform. They are skilled at balancing and prioritizing the immediate needs of roughly 20 users per shift while building out internal resources to improve the efficiency of our team. They are experts in all areas of the platform, enabling them to answer questions, troubleshoot and log bugs, and record product improvement feedback for the Product and Engineering teams. A strong candidate will be truly passionate about providing support, have an expertise in prioritizing complicated tasks, and will be skilled in developing meaningful relationships at Quip.

Qualities to be successful

You absolutely love providing support and you are passionate above solving problems

You are optimistic, curious, resourceful and inspired to push past the status quo

You have a knack for building relationships across Salesforce to define best practices for leveraging the entire Salesforce Support ecosystem

Primary Responsibilities

Diagnose and independently manage customer-reported issues related to the main features of the Quip platform

Provide an initial response then triage technical issues to Level 3 support

Write support articles to enable our customers to self-serve and improve ticket deflection

Contribute to and build internal support resources to improve the efficiency of the support team

When applicable, escalate critical incidents directly to the Support manager and on-call engineering team

Requirements

2+ years providing technical support at SAAS company

Empathy with a skill for understanding what a customer really needs and why they need it

Skill in effectively and efficiently troubleshooting technical bugs in software and platforms

Impeccable written communication skills

Proficiency in the following Salesforce languages is a big plus: Apex, Visualforce, Lightning

Full-time Monday thru Friday (6:00 pm - 2:30 am) pst or Full-time Monday thru Friday (1:00am - 9:30am)

Posting Statement

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Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.