Product Support Expert

Who Is Follow Up Boss? Why Work Here?
  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive base salary, health/dental insurance and 20 days paid holiday
This Role Is For You If…
  • You would describe yourself as patient, empathetic and having a good sense of humour
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS applications
Your qualifications:
  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).
We’re looking for a Product Support Expert to join our team to cover support 8 – 5 PM Sun-Thur CST. Your responsibilities will include: 
  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Help Scout)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)
30 Day Targets:
  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position specific on-boarding tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees
60 Day Targets:
  1. Actively work in the ticket queue on a daily basis
  2. Answer incoming calls and complete 3 training calls
90 Day Targets:
  1. Meet or exceed KPI expectations
  2. Contribute at least 3 documents to the Help Center
KPI’s:
  1. Average Calls per Day
  2. Average Tickets Per Day (conversations)
  3. Three Help Articles Per Month (new or update)

Calling all TensorFlow Experts! Earn extra cash while doing contract work from home. *No shoes? No problem.

We know what you are thinking: “This sounds too good to be true.” Hate to break it to you, but it’s not. Pluralsight is looking for the best TensorFlow Experts to teach the next generation by creating online courses and writing assessments so our learners can measure their skill level.
Here’s some more good news: Because this is contract work, our experts can work where and when it’s convenient for them. Midnight in your PJs? Check. Ten in the morning from your favorite coffee shop? You bet. You have the chance to use your knowledge to make some extra money through a great side gig. You can also build your portfolio and expert status in the TensorFlow community.
Reasons to Apply
Rather than just give you a cursory list of all the great reasons to partner with Pluralsight, we thought we’d share a few that might be important to you:
  1. Networking is everything and you will join one powerful network! Meet with the best technologists in the industry and combine your brain power to create the best blueprints and work on writing and reviewing assessments together.
  2. You’ll be a part of something bigger than yourself. Join a revolution that shapes the future of technology. Help us create the creators who will deliver technology that lifts the human condition. Your contributions will help save lives, transform living conditions and deliver new opportunities.
  3. Did we mention that you get to work at your convenience? We know we’ve said it before, but we think it’s a pretty nifty way to earn some dough.
About the Job
Interested? We’re looking for technologists with these qualifications:
  • A strong background in TensorFlow (you probably saw that one coming).
  • Experience in teaching others technical skills.
  • A knowledge of creating and editing videos is a plus.
  • The ability to follow Bloom’s Taxonomy framework when writing questions.
  • A talent for clearly and concisely expressing ideas in question form.
  • A strong command of the English language and the ability to use it to write questions that feature correct spelling and grammar.

Hotjar Support Engineer (Americas)

Although this is a remote position, we are currently only considering candidates in timezones within the Americas and willing to work EST hours.
Hotjar’s Hero Engineer team is looking for a new member to help us provide technical support to both Hotjar users and our internal departments. Our team is the glue between Customer Experience and Product & Engineering; we seek to maintain relentless empathy as we debug websites, communicate with customers, and build innovative new internal tools. We’re a collaborative team, led with a combination of high autonomy and accountability. Adaptability is key: our work varies based on our customers’ needs (both external and internal).
As a Hotjar Hero Engineer, you will investigate technical issues that Hotjar users have contacted us about. This means you’ll be at the cutting edge of web development and how it interacts with Hotjar’s tech stack. If you love staying abreast of the latest web technologies, and are naturally good at explaining things, then this role is for you. Due to the technical nature of our product, you should have a good understanding of web development. This includes being able to debug HTML, CSS and JavaScript in web browser based developer tools.
In this role you will:
  • Create ‘WOW’ moments by promptly replying and communicating with users on our support channels.
  • Investigate and solve technical issues users face on a daily basis by debugging complex issues in our codebase and on our users’ sites – which use a myriad of different technologies. Distill complex issues into underlying causes and work directly with our product teams to deploy solutions, while consistently delivering world-class support.
  • Use automation tools (eg, Zapier) to enhance and improve internal Hotjar processes.
  • Have the opportunity to create educational content and deliver technical training to the wider Customer Experience team.
  • Represent Hotjar users within the company – to further their needs and help generate innovative new product features.
Compensation Range
The budgeted compensation range for this role is $60,000 to $76,000 annually. Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered to a successful candidate will be based on relative experience and skills. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.

Requirements

  • Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish and Japanese will be considered assets.
  • Familiarity with HTML, CSS, Javascript, and using browser developer tools.
  • Naturally empathetic and able to communicate complex concepts in a way that empowers and never belittles.
  • Be able to work independently – accountable for your own actions and able to act with both urgency and integrity.
  • Desire and drive to always be learning.
  • Ability to work independently and within a team towards both personal and shared work goals.
  • Previous experience in a troubleshooting environment and be a great problem solver.
  • Passion for talking to users every day.
  • Flexible and adaptable in a fast workplace environment.
  • Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company valuesculture and ways of working.
  • Must submit to a background check confidentially processed by our third party

Client Engagement Specialist – Europe

By joining Kraken, you’ll work on the bleeding edge of bitcoin and other digital currencies, and play an important role in helping shape the future of how the world sees and uses money. At Kraken, we constantly push ourselves to think differently and forge new paths in a rapidly growing industry fraught with unexplored territory, which is why Kraken has grown to be among the largest and most successful bitcoin exchanges in the world. If you’re truly interested in pushing the envelope by disrupting an industry that some say cannot be disrupted, then we just might have the job meant for you. We’re hiring for our Client Engagement team, which provides customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community-feel, and many of us have become close friends. Responsibilities:
  • Respond to 20 to 150 client requests by email regarding trading (explaining margin, answering questions about order execution), digital asset transfers (looking at block explorers, answering questions about bitcoin transactions), and other general questions on daily basis
  • Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible, and so on
Requirements:
  • Strong written English communication skills (other languages are helpful)
  • Crypto trading experience, preferably on multiple platforms
  • High output – metrics-based experience is helpful
  • Able to make quick decisions autonomously
  • Security and privacy focused
  • Detail oriented
  • Loves helping people
  • Technical background a major plus
  • Experience with Kraken’s API a major plus

Client Engagement Specialist – Asia/Pacific

By joining Kraken, you’ll work on the bleeding edge of bitcoin and other digital currencies, and play an important role in helping shape the future of how the world sees and uses money. At Kraken, we constantly push ourselves to think differently and forge new paths in a rapidly growing industry fraught with unexplored territory, which is why Kraken has grown to be among the largest and most successful bitcoin exchanges in the world. If you’re truly interested in pushing the envelope by disrupting an industry that some say cannot be disrupted, then we just might have the job meant for you. We’re hiring for our Client Engagement team, which provides customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community-feel, and many of us have become close friends. Responsibilities:
  • Respond to 20 to 150 client requests by email regarding trading (explaining margin, answering questions about order execution), digital asset transfers (looking at block explorers, answering questions about bitcoin transactions), and other general questions on daily basis
  • Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible, and so on
Requirements:
  • Strong written English communication skills (other languages are helpful)
  • Crypto trading experience, preferably on multiple platforms
  • High output – metrics-based experience is helpful
  • Able to make quick decisions autonomously
  • Security and privacy focused
  • Detail oriented
  • Loves helping people
  • Technical background a major plus
  • Experience with Kraken’s API a major plus
 

Support Hero (Americas)

Although this is a remote position, we are currently only considering candidates in time zones within the Americas and willing to work EST hours.
Hotjar’s Hero team is on the hunt for a support champion to join us in providing world class technical help and assistance to the growing user base of our SaaS product. We take support seriously, and our Hero team is dedicated to going above and beyond for our users day in and day out. Support is not just something we do, it’s who we are!
As a Hotjar Hero, you will take care of hundreds of Hotjar users every week to ensure they get the reactive support they need to be successful using our product. You’ll also be dedicated to delivering top notch self-service, as we invest a lot in documentation, content and defining changes to continuously improve the overall customer experience. Due to the technical nature of our product, you should have a good understanding of web development. This includes being able to debug HTML, CSS and JavaScript in web browser based developer tools.
As a Hotjar Hero, you will also:
  • Be on the front line interacting with our customers through Zendesk.
  • Consistently deliver world class support with empathy and understanding.
  • Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.
  • Thrive on problem solving – with a huge range of customers using a complex product, it’s a crucial part of the job.
  • Update the pipeline of user suggestions and feedback to improve Hotjar.
  • Write and develop documentation for internal and external knowledge bases.
  • Regularly interact with other departments including Product, Legal, Marketing and Customer Success.
  • Occasionally take part in demonstrations or webinars with our users.
  • Represent the support team at a company level during weekly team meetings.
  • Own projects related to improving our support, processes, and self-service.
Compensation Range
The budgeted compensation range for this role is $44,000 to $60,000 annually. Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered to a successful candidate will be based on relative experience and skills. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.

Requirements

  • 2+ years experience working in technical support roles and teams. Rather than seeing Support as an entry level role, we place a high value on the team who are on the front-line of ensuring our users’ success.
  • Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish and Japanese will be considered assets.
  • Previous experience wrangling HTML & CSS (JavaScript is a plus), like putting together websites and using web based developer tools to locate bugs.
  • Naturally empathetic and able to communicate in a way that empowers, never belittles.
  • Sensitive to varied customer personalities and levels of technical experience.
  • Ability to work independently and within a team towards both personal and shared work goals.
  • Comfortable taking initiative and making decisions independent of others.
  • Flexible and adaptable in a fast workplace environment (remote experience is a plus!). Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company valuesculture and ways of working.
  • Must submit to a background check confidentially processed by our third party.