Customer Support Specialist

San Francisco, CA or Remote

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Poll Everywhere
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Posted 3 weeks ago

Poll Everywhere transforms presentations into conversations. Speakers create interactive questions, word clouds, discussions, and competitions that their audience can instantly respond using their mobile devices, tablets, or on their desktop. Since debuting in 2008, Poll Everywhere has grown to support clients from individual educators looking to engage their students to flagship companies such as Google, Spotify, AT&T, and Target. We take helping our customers really seriously at Poll Everywhere. Everyone, from the engineers to the Marketing team, relies on Support to channel the user – to know them, love them, and be their voice. People engage with our product to have important and memorable experiences wherever they may be.
Poll Everywhere provides presenters with a multitude of interactive elements to use as they see fit in their presentations. On any given day you can be talking to corporate presenters, stressed event planners, and the occasional television executive who all need clear, helpful advice. They also appreciate creative ideas for spicing up their presentation and enjoy a personality that matches our own quirky style. As a virtual tool, we're seeking a Customer Support Specialist to help our clients across all facets of our platform while providing our users with a great experience. In addition, you will have the opportunity to learn about and contribute to the evolution of our support model and product offerings alongside the Customer Support Team Manager.

This role is great for those who are interested in curating and exploring where their career in tech can take them. Our company culture has created a promising environment for career advancement and rewarding challenges. A few of our former support specialists have gone on to become customer success managers, a product manager, marketing content engineer, and operations manager all within Poll Everywhere.

Enough about us. Let's talk about what you bring to the role...

  • 1+ years of experience and/or interest in a client-facing software support role (preferably SaaS).
  • You're experienced with Mac, Windows, PowerPoint, Keynote, and/or Google Slides.
  • An ability to prioritize urgent tasks based on customer needs and your day-to-day responsibilities.
  • Have a collaborative mindset and view feedback as a 2-way street. You're open to communicating needs that will set you up for success with your team and coach.
  • You want to take on challenges at a place where your opinions not only matter, but will help shape the product.
  • You enjoy working on a team, but don’t mind working independently to bring all assigned work to completion as quickly and accurately as possible.

What you will do...

  • Provide resolutions to customers via emails and phone calls with a blend of patience, wit, and crystal-clear communication.
  • Troubleshoot nuanced technical issues and help developers diagnose bugs.
  • Be friendly with numbers. We really like data, and expect you to be comfortable meeting with some basic metrics such as first reply time, CSat, and ticket volume to identify and summarize trends among customers.
  • As an advocate for our customers you will collect cool stories of how customers use our software and package them into material to teach new users.
  • Learn the in’s and out’s of Poll Everywhere (associated apps and integrations) to preserve and grow your knowledge of help desk procedures, products and services.
  • Proactively identify ways to make your job easier and our customers' lives happier, such as a revised FAQ, a new product feature, or a more intuitive interface.

Bonus Points if you have...

  • Experience working on a distributed team spread across several time zones
  • Proficiency with Zendesk, Slack, Pivotal, or other comparable online support and collaboration tools
  • Experience using Poll Everywhere
Application Process:
Keep applications brief; we want small resumes with relevant experience. Be prepared to defend any laundry lists of skills.
Principals only, please. We aren't using contingency staffing agencies at the moment. Poll Everywhere is not responsible for any fees related to unsolicited resumes.
Good luck!
Job tags: Customer success Integrations Mobile Powerpoint SaaS Windows
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