Senior Technical Support Specialist

November 26

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FullStory

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eCommerce • SaaS • Analytics

FullStory is a behavior analytics platform that provides real-time insights into user interactions with websites and applications. It allows businesses to assess and enhance their web experiences through data-driven insights, enabling them to optimize customer engagement, increase conversions, and improve overall satisfaction. With features like session replay, mobile analytics, and predictive analytics, FullStory empowers teams across various industries to better understand customer behavior and build tailored, enterprise-level solutions.

501 - 1000 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

💰 $25M Venture Round on 2022-08

📋 Description

• Support customers via tickets in Zendesk, helping them to recognize the full value of Fullstory. • Advocate for improvements that matter to customers, leading to actual changes within the product and to our processes. • Proactively surface, propose, and implement solutions to broken and inefficient processes. • Budgeted time outside of the support queue (we call this extra-queue-riccular work) to contribute to projects that meaningfully impact company-wide goals. • Leverage AI-powered tools to accelerate troubleshooting, summarize complex customer issues, and identify trends in customer feedback.

🎯 Requirements

• Has previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs. • Experience prioritizing tickets based on customer needs using Zendesk. • Experience handling escalated customer requests with empathy. • Located in the United States and can work a 9am-5pm PST schedule. • Willing to assist with an incident, critical weekend and after hours rotation.

🏖️ Benefits

• Flexibility and Connection. • Benefits. Take care of the whole you. • Learning opportunities. • Productivity support. • Team Collaboration. • Paid parental leave. • Bereavement leave, including miscarriage/pregnancy loss.