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Job description
As a Help Engineer for HelpSpot, our assist desk software program software, you’ll have the distinctive alternative to immediately affect the happiness and development of our buyer base by offering world-class technical assist.
Our product is mission vital to our clients’ companies. As such, the Help Engineer’s function is essential as an preliminary level of contact with all present and potential clients. You’ll handle points from their first report back to their eventual decision, speaking with our clients and inner group all through the method. Individuals who succeed on this function are typically empathetic, self-starters, technically minded, and most significantly – customer-centric. We anticipate wonderful time administration abilities and the flexibility to prioritize duties.
This function will go above simply troubleshooting, nonetheless. A need to deeply perceive the structure and interior workings of HelpSpot is critical for achievement. Whereas this isn’t a full time growth function, being a PHP/Laravel developer offers you an enormous quantity of perception into the interior workings of HelpSpot.
On the opposite finish of the spectrum, we additionally anticipate the Help Engineer to develop methods and packages that arrange our clients for achievement. Operating coaching webinars and dealing with clients on our free onboarding program in addition to writing documentation, are all a part of this function.
Tasks
Reply to all incoming requests (roughly 8-12 a day) from clients through telephone and e mail.
Troubleshoot points with clients and determine splendid options. This will contain researching built-in methods, documenting and doubtlessly fixing bugs within the software, or writing up specs for a brand new function.
Assist clients arrange HelpSpot on buyer hosted server infrastructure.
Facilitate coaching webinars and new buyer onboarding conferences over Zoom screenshare periods.
Replace and develop new written documentation and tutorial video content material on the HelpSpot product.
Take part within the identification, speccing, and growth of latest product options and bugs.
What We’re Wanting For
You have to be extremely motivated. We’re a completely distant group that gives every member with a excessive stage of autonomy. Should you aren’t in a position to plan your work and likewise generate new initiatives, it is going to be apparent.
Expertise with Laravel software growth is a big plus. Whereas not required, probably the most profitable people on this function have a growth background. There will probably be alternatives to take part in all phases of the applying growth course of for the precise candidate.
Wonderful oral and written communication abilities are vital to this function.
You will have efficient time administration and the flexibility to stability a number of priorities.
Expertise with buyer assist software program or different B2B software program, ideally from each utilization and administration views. This offers you helpful perception into how companies implement software program like HelpSpot.
Expertise with MySQL, SQL Server, and common server administration will set you up for achievement in supporting our self-hosted clients and understanding cloud internet hosting points.
Primarily based in a U.S. time zone.
We work with a wide range of applied sciences and present expertise may be very helpful. Expertise with all of those applied sciences shouldn’t be required, however a capability to rapidly discover them and start to make use of them is.
MySQL, SQL Server
Redis
AWS
Ansible
Docker
Wage and Advantages
Wage: $70,000 -$100,000
Half-day Fridays
100% of the worker’s medical, dental, and imaginative and prescient premiums (US-based workers)
Begin with 15 days of paid day without work
3% of your wage contributed to 401k (US-based workers)
Prime-of-the-line Apple {hardware} offered
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.