Customer Support Engineer

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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif\">We're growing and looking for our next Customer Support Engineer to join our team! Do you share our passion for accountability, love our</span><a href=\"https://accountable2you.com/about\" target=\"_blank\" rel=\"noopener noreferrer\"><span> </span>core values</a><span style=\"font-family: arial, helvetica, sans-serif\">, enjoy technology, and possess excellent written and spoken communication skills? Read on!</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt\">What’s the starting salary range?</span></p>\n<p><span style=\"color: rgb(56, 49, 47); font-family: arial, helvetica, sans-serif\">Depending on your customer service and technical support experience, this full-time salaried role starts between $60,000 and $70,000 annually.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt\">What does a normal day look like?</span></p>\n<p><span style=\"font-size: 12pt\">As a Customer Support Engineer, you will need to master the deeper workings of our software, acting as a subject-matter expert and guiding other team members through complex conversations. Most of our work centers around things our customers encounter: troubleshooting software issues on various device types, explaining technically advanced details about our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS give us a wealth of technical topics to learn and master each day.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">As a CS Engineer, you’ll also be expected to learn about our backend technology stack over time, as you’ll frequently serve as the liaison between Customer Support and DevOps. To effectively communicate with our product and DevOps teams, you’ll need to understand the fundamentals of our various monitoring methods and API functions. While you won’t necessarily write our technical documentation, your expertise will be leaned upon heavily to review our customer-facing documentation for technical accuracy as we roll out software updates.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Although you might not be a software developer, you’ll spend about 20% of your week on troubleshooting, bug-reporting, and project-based tasks. You’ll also get the chance to use virtual machines and test devices to suit your test cases and isolate bugs in our production software.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Our Customer Support team handles incoming technical and account-related emails as well as live chats while working together on improving our processes, customer documentation, and learning (and testing) our technology.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">It’s important to note that while our support team is customer-facing, we don’t operate in a call center or a “sweatshop” dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. You’re expected to jump into the inbox alongside the other team members, yet also spend a great deal of time designing processes, improving our customer-facing content, and documenting our technology.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">While many of our customers use our software to keep would-be temptations at bay and maintain a lifestyle of purity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words – but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: arial, helvetica, sans-serif; font-size: 18pt\">About you</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">You're an outstanding human.</span> We get it, no one is perfect, yet you possess a strong moral character that <a href=\"https://accountable2you.com/about\" target=\"_blank\" rel=\"noopener noreferrer\">loves our core values and affirms Accountable2You's mission and purpose</a></span><span style=\"font-size: 12pt\">.</span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\">You believe the struggle is real.</span> You count</span><a href=\"https://accountable2you.com/blog/purity-important/\" target=\"_blank\" rel=\"noopener noreferrer\"> bondage to pornography and other addictive behavior as serious matters</a><span style=\"font-family: arial, helvetica, sans-serif\">. You’re committed to helping people in their journey toward life change. </span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\">You're experienced in tech support.</span> We’re looking for at least 3 years of experience in a technical support role, such as desktop support, system support specialist roles, or network support specialist roles.<br></span></span>\n<ul>\n<li><span style=\"font-size: 12pt\"><em>Bonus points if written communication between you and your customers comprised over 50% of your interactions!</em></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\">You're a veteran with SaaS software and technology.</span> We provide extensive training on our products, but you won’t need any training on the common software tool stack; you’ve been there and done that. If you haven’t used it before, you know how to find the answer and learn the tool because you do this all the time. </span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're a natural communicator.</span> While you don’t need to be an extrovert, those who know you best would say you thrive in environments that rely upon clear written and spoken communication. You’re actively learning new methods of utilizing tone and voice in your customer interactions. You can document even the most confusing error or bug in an understandable and relatable way; both DevOps and Customer Support understand what you’re saying. </span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're a resourceful learner and a natural teacher.</span> You’re naturally curious and love the art of “asking the better question” that reveals the actual need. You have a long list of techniques for navigating complex or confusing situations. You might not be a developer, but you’re resourceful: you know how to test your hypothesis, isolate bugs, and find answers. You're a gifted peer mentor who can humbly guide your teammates as they handle challenging technical questions.</span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're highly empathetic and see things from the other person's point of view.</span> You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you, rather than stupid because of a knowledge gap or a small mistake. Your teammates depend upon your ability to see the technical factors behind a problem. </span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're eager to grow personally and professionally.</span> Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At Accountable2You, we all view feedback as the means to grow and improve toward excellence. That means we’re quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too.</span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're persistent and love solving problems.</span> There are few easy answers here, and this excites you. Every customer is a real person with unique needs and emotional predispositions. Likewise, every device is different and poses its own challenges. You don’t quit until you’ve done the hard work to research and answer the question at hand. </span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You love discovering a better way.</span> Like us, you feel the saying, “faster is better” isn’t quite right. Instead, you believe that “better makes us faster,” so you’re always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and you’ve built a fair bit of both. You love building a process, seeking clarity, and creating unity through standardization.</span></span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: arial, helvetica, sans-serif\"><span><span style=\"font-weight: bold\">You're a flexible and proactive doer.</span> You don’t wait for someone to tell you what to do next. You own your work, and you’re always looking for the next opportunity to meet a need, serve customers, or help your team. You see trends and rally your peers to take action. You know how to escalate critical matters to management or take the lead when it’s within your scope. Likewise, you’re flexible to help cover our Saturday rotation or other shifts in the future.</span></span></em></span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt\">Requirements</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">A minimum of three years of experience in a technical support role, preferably in an IT department or technology-centered role</span></li>\n<li><span style=\"font-size: 12pt\">A genuine delight in serving customers and meeting needs</span></li>\n<li><span style=\"font-size: 12pt\">Mastery in explaining complex concepts with a tone that reflects a kind, honest, and confident clarity</span></li>\n<li><span style=\"font-size: 12pt\">Experience with VPNs/networking, systems administration, software development, or end-point support (desktops, mobile, etc.)</span></li>\n<li><span style=\"font-size: 12pt\">Highly proficient in learning and testing new technologies (e.g., versions of Linux)</span></li>\n<li><span style=\"font-size: 12pt\">Expert troubleshooter: You know how to reproduce a bug and document your steps</span></li>\n<li><span style=\"font-size: 12pt\">Familiarity with virtual machines (Oracle VirtualBox, Parallels, VMWare, etc.)</span></li>\n<li><span style=\"font-size: 12pt\">Mastery of tools like Google Docs, Sheets, Zoom, Gmail, and similar software</span></li>\n<li><span style=\"font-size: 12pt\">Experience using Zendesk, Help Scout, or similar software</span></li>\n<li><span style=\"font-size: 12pt\">Experience using project/task management tools like Trello, Basecamp, Wrike, Asana, or similar software</span></li>\n<li><span style=\"font-size: 12pt\">Ability to refine, create, and expand defined processes, pursuing clarity when the next steps are unclear</span></li>\n<li><span style=\"font-size: 12pt\">A quick learner who rapidly adapts to change</span></li>\n<li><span style=\"font-size: 12pt\">Affirmative, can-do attitude toward tasks and responsibilities</span></li>\n<li><span style=\"font-size: 12pt\">A team player who’s <a href=\"https://youtu.be/PRh80RyT74I\" target=\"_blank\" rel=\"noopener noreferrer\">humble, hungry, and smart</a></span></li>\n<li><span style=\"font-size: 12pt\">Excellent attention to detail and a <a href=\"https://youtu.be/_X0mgOOSpLU\" target=\"_blank\" rel=\"noopener noreferrer\">growth mindset</a> (Tip: 1.25x playback speed 😉) </span><br></li>\n</ul>\n<p><span style=\"font-size: 18pt\">Bonus points</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Administration experience in Zendesk, Help Scout, or other similar software</span></li>\n<li><span style=\"font-size: 12pt\">Experience with payment platforms like Stripe, PayPal, etc. </span></li>\n<li><span style=\"font-size: 12pt\">Experience with technical writing or copywriting (support articles, blogs, etc.)</span></li>\n<li><span style=\"font-size: 12pt\">Experience with message platforms like Twilo, Esendex, etc. </span></li>\n<li><span style=\"font-size: 12pt\">Experience in project management, process modeling/flow charts, etc. </span></li>\n<li><span style=\"font-size: 12pt\">You're already using Accountable2You (or another similar accountability tool)</span><br></li>\n</ul>\n<p><span style=\"font-size: 18pt\">When and where do you work?</span></p>\n<p><span style=\"font-size: 12pt\">This role works standard business hours (Monday through Friday, 8 AM - 5 PM). This role is office-based in Williamstown, Kentucky, and is not eligible for remote work. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">We recognize that the best talent might not live within a commuting distance to our office. We offer a generous relocation package for US-based candidates outside the local area. If you’re our top candidate, we’ll help you move here! </span></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt\">Does this sound like a good fit?</span></p>\n<p><span style=\"font-size: 12pt\">We hire the best fit, but there’s a lot more that goes into “best fit” than a laundry list of previous experience.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">If you love our <a href=\"https://accountable2you.com/about/\" target=\"_blank\" rel=\"noopener noreferrer\">mission and values</a><span> </span>and model the <a href=\"https://youtu.be/PRh80RyT74I\" target=\"_blank\" rel=\"noopener noreferrer\">humble, hungry, and smart</a> ethos we aim for at Accountable2You, we encourage you to apply - we’d love to hear from you! We respond to all applicants, so you'll definitely hear back from us.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">PS - We love cover letters!</span> <span style=\"font-family: arial, helvetica, sans-serif\">Be sure to include one with your application to let us know why you'd like to work for Accountable2You!</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">PLEASE NOTE:</span> <span style=\"font-family: arial, helvetica, sans-serif\">Our emails to you may go to your spam/junk folder if your spam filter is overly aggressive. After submitting your application, please check for our automated confirmation email in your email inbox. If the automated confirmation email doesn't appear in your inbox, please check your spam/junk folder and mark the message as \"not spam\" or \"not junk\" to receive our follow-up responses. </span></p>",
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