Customer Technical Support Representative (Wed-Sun or Sat-Wed), 100% Remote
Who is TextExpander?
We’re a growing team of over 40 individuals working remotely across 11 time zones and toward a common vision: a world where businesses and individuals can fully connect with others through efficient and personal communication.
The bulk of this position revolves around assisting current and potential TextExpander customers with everything from general inquiries, educating them on TextExpander, and resolving tier 1 issues. This particular role covers our weekend technical support shift so a typical schedule could be Wed-Sun or Sat-Wed - it’s up to you! There is no phone work, all of our support is done via email.
🧑🏫 A natural, technical problem solver
🎤 A master communicator via email and chat
📈 Always learning, innovating, and growing
We want to talk to you!
You’re a pro at managing a support queue. You handle incoming support emails within a timely manner and you escalate tickets that need further investigation to Tier 2. You notice trends within your support cases and raise them to the appropriate teams when necessary. You love keeping the knowledge base up to date and making sure users have the information they need to be successful with TextExpander’s products.
You have experience:
Managing a support queue and answering customer inquiries primarily via email
Teaching “how-to’s” over email while making users feel confident
Searching and filing bug reports in Jira
Acting as a customer advocate for client product features and bugs
Meeting and exceeding KPIs for response times and customer satisfaction
Keeping a knowledge base up to date and working on support-specific projects when the queue is maintained
Needed for the job:
High-speed, reliable Internet connection
1+ years in technical support of a SaaS product, preferably via email or chat
Experience working with macOS, iOS, Windows
A great attitude and an eagerness to learn and solve problems
Preferred for the job:
2+ years working remotely
Strong interest in productivity / working smarter
Passion for your work and self-motivation
Why you should join the TextExpander team:
We live our values every day, not just post them on the wall and forget about them. Read more about how we do that here!
Speaking of our values, we’re not short on teamwork! Working with us, you'll hear your colleagues say things like "I've got your back" and "yay for failing".
Work/life balance is a priority for our team — as an international team, asynchronous work is an essential part of how our company runs. Learn more about how we work.
We strongly embrace diversity, and highly encourage underrepresented minorities to apply, even if they're not sure they meet all qualifications.
High level of autonomy in your role
Motivated and creative teammates
- Employment benefits:
Healthcare reimbursement plan (ICHRA plan)
Paid vacation and sick leave
Paid parental leave
Long-term disability insurance
Contract work also negotiable
Salary based on experience
The Fine Print:
TextExpander is headquartered in San Francisco, California, and develops productivity software for Mac, Windows, Chrome, iPhone, and iPad.
TextExpander provides equal employment opportunities (EEO) to all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.