Zapier Work from Home Jobs; Hiring Technical Support Specialist – Apply Now

They’re on a mission to democratize automation and they’re growing our team of Technical Support Specialists across their Support Team. They're looking for someone technical and customer-focused who loves working in Support to join their team to help customers solve tricky technical problems and use automation to its fullest. If the idea of helping people free up time by optimizing their workflows appeals to you, then read on...

Please note that their application process is more thorough than most companies and even requires you to build a Zap. This is critical as it will show that you are either familiar with Zapier, or are able to quickly build technical proficiency. At Zapier, applications matter more than your resume so please take care when completing the application!

Name of the Organization: Zapier

Requisition ID:

Positions: Technical Support Specialist

Location: Remote (WFH)

Salary: As per company Norms

Required Skills& Qualifications:

• You’re highly skilled in technical customer support. We’re looking for at least 2 years experience in tech support in the SaaS industry, and you love your craft! Even better if you have previous experience troubleshooting APIs and automation.
• You’re highly productive and you bring your A-game to the queue every day. Helping customers gets you excited and you’re passionate about finding ways to improve your skills and how we operate to drive productivity.
• You’re always looking for ways to level up your knowledge and skills. You know you produce higher quality work by putting in the reps. You find ways to level up your Zapier skills and knowledge to empower you to excel in the queue.
• You keep it simple. Support at Zapier is different from other software companies. It's not the same questions over and over, and it often involves researching the technical nuances of the apps we support. You recognize this complexity, but you don’t overcomplicate it.
• You're persistent. You love the opportunity to solve new problems every day for our customers. In cases where the customer runs into an issue you think we should resolve, you advocate for resolution with the appropriate Build Team. When you don’t know the answer to a question, you don’t spin your wheels — instead, you use your resources and ask for help, which helps you learn!
• You love doing things efficiently. At Zapier, the work you do has high impact on the business. We believe in systems and processes that let us scale our impact.
• You're empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support.
• You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).
• You’re highly accountable to outcomes. Whether it’s your own metrics, team-wide metrics, or a project or task, you’re focused on driving positive outcomes.
• You’re a champion of change. You understand the changing landscape of tech and the importance of responding as needed. You take change in stride, and you support your teammates through change too.
• You set your own course. At Zapier, we have quick team meetings and one-on-ones every week, and then we go make things happen. You thrive in an environment where you have direction but can call the shots to do right by the customers and our team.

Things You’ll Do:

• Zapier is a fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
• Help customers via chat and email to ensure they have the best experience possible, troubleshooting their problems and answering their questions.
• Help customers across both Paid Support and Premier Support Teams. We’re looking for flexible team members who can help where our customers need us most.
• Zapier Support is a fast-paced, high-volume environment, and you'll work to meet (and hopefully exceed) individual performance targets in areas including average handle time, chat escalation rates, and CSAT
• Help your teammates by answering questions in Slack when someone is stuck.
• Sharing knowledge through lightning talks and Slack updates to help your team members learn new things.
• Contribute to strategic projects such as helping to hone our virtual assistant content, analyzing data and making recommendations about areas of the product we need to fix for our customers, and advocating for bug fixes with our Integration Quality Team.

 

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