Niceboard: Technical Customer Support (Part time)

Full-Time

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
Niceboard is a founder-led, profitable, bootstrapped B2B SaaS startup: we are the preferred job board software for hundreds of leading communities running white-label job boards.
 
About the company
  • Niceboard allows communities, non-profits, staffing companies, cities (and more…) to connect job seekers and employers in their audiences through a branded job board platform.
  • Niceboard has helped thousands of candidates find jobs and hundreds of employers hire great talent (and counting…)
About the position

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This is a part time position: I am looking for someone to work 2-3 blocks of one hour per day to start off (for example: 1 hour from 10-11am, another hour from 2-3pm and another from 4:30-5:30 pm), with room to grow into a full time position.
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We pride ourselves on providing a great service and experience for a fair price and we are loved by our customers: with a 4.9/5 average rating on Capterra and G2, we go above and beyond to provide the absolute best service!

The goal of the Customer Support expert is to be the voice of our company for customers and to drive customer happiness through problem-solving and answering questions. You’ll be the closest to the customer and interacting with them daily, so we’ll be leaning on you to identify and advocate for how we can keep improving the customer experience.

What You’ll Do 

  • Learn how Niceboard works and why our customers use it
  • Learn best practices for what makes Niceboard customers successful
  • Resolve customer questions in email and chat (bonus if potential for Zoom calls)
  • Master your knowledge of job board product and have a deep understanding of how our customers use Niceboard to achieve their goals
  • Juggle customer conversations while maintaining five-star customer service standards
  • Work closely with customers and our product team to help ship changes that reduce the number of product-related questions
  • Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
  • Browse through logs to find specific events
  • Replicate behaviors or bugs
  • Keep an eye on critical issues and alert the engineering team
Who You Are 
  • Personable, kind, and you love helping customers
  • Curious, motivated, and you love problem solving
  • A team player. You are very comfortable asking for help and always ready to help others
  • A self-starter: you are independent and possess a strong capacity for problem solving on your own
Qualifications
  • Native English communication and documentation skills
  • Experience with Support ticketing software (Helpscout, Zendesk, Intercom, etc… – We use Helpscout) 
  • Experience with CSS/HTML/Javascript & REST API’s
  • 2+ years in software (SaaS) or online customer support
  • General experience with logs
  • General knowledge about APIs and endpoints
  • Resourcefulness, creativity and strategic thinking for troubleshooting problems
  • Self motivated and self-directed; Fast learner
  • Strong attention to detail and documentation
  • Comfortable in supporting and working with global customers across many time zones
  • Must be able to work within the EST-PST timezone (ideally you are based in North America)
How We Work
  • Freedom and flexibility. We’re a 100% distributed team working from around the world.
  • Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.
  • Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.
If you’re a friendly customer support rep who wants to help us in our mission of connecting people to jobs they love and empowering communities while working in a no-red-tape, remote (North America) environment, join Niceboard!

Email me at [email protected] with a short intro and your resume and we’ll take it from there! I look forward to meeting you.

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