HDFPM001
96
Entry level / Full-time / Remote / HDFPM001

Customer Support Engineer

Job Summary

We're a bootstrapped startup looking for a tech savvy support specialist that will ensure the happiness of our users. You'll be in charge of our customer support and user on-boarding process, as well as of improving our help-center. This is a customer facing role, so if you love interacting with people and also have strong technical skills, you might be the perfect candidate.

Since we're at the beginning of our journey, you'll play a big role in shaping the future of our company, that's why having initiative, being reliable and driven it's essential for us.

Responsibilities

  • answer both technical and general user questions via Intercom live-chat and email
  • help users integrate the product into their website and troubleshoot integration issues
  • review new customers' website to check if their tracking code is integrated properly
  • proactive outreach to new trials or existing users and provide on-boarding assistance
  • improve our help documentation with new articles, tutorials, how-to videos, etc
  • occasionally jumping on ad-hoc calls with customers to quickly fix issues, as necessary
  • conducting live demos and webinars

What we're looking for

  • fluent in spoken and written English
  • Solid understanding of website/internet technologies and ability to debug using browser tools
  • experience with JavaScript, HTML, CSS is required
  • basic understanding of REST APIs
  • experience with front-end frameworks (React, Vue, etc) a big plus
  • Ruby/Rails and server-side frameworks knowledge a plus
  • ability to keep up with live chat support
  • be available to work around the North America Time Zones (GMT -3 to GMT -6)


customer support JavaScript html CSS technical support

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