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Jr. Customer Support Representative

Customer Success | San Francisco, CA | Full Time

Job Description

Jr. Customer Support Representative - Tier 1 (aka Customer Hero)

Who We Are:

CrowdFlower is the essential human-in-the-loop platform for data science teams. CrowdFlower helps customers generate high quality customized training data for their machine learning initiatives, or automate a business process with easy-to-deploy models and integrated human-in-the-loop workflows. The CrowdFlower platform supports a wide range of use cases including self-driving cars, intelligent personal assistants, medical image labeling, content categorization, customer support ticket classification, social data insight, CRM data enrichment, product categorization, and search relevance.


Headquartered in San Francisco and backed by Canvas Venture Fund, Trinity Ventures, and Microsoft Ventures, CrowdFlower serves data science teams at Fortune 500 and fast-growing data-driven organizations across a wide variety of industries. For more information, visit www.crowdflower.com.

Who We Want

We are looking for our next Customer Hero who is an articulate, detail-oriented, and people-loving problem solver to help out as Tier 1 support agent.  You could be a great fit if you are:

  • Passionate about technology and interested in emerging technologies

  • Driven to learn and keep learning, especially through self-teaching

  • Organized, detail-oriented and results-focused

  • Adventurous and constantly pursue personal growth

  • Capable of providing and receiving feedback in an honest, respectful way

  • Personally rewarded by helping others

 

What You Will Do

As a Customer Hero your day will be varied and constantly changing, but always working at the intersection of our customers and our platform.

Your responsibilities will include:

  • Answering Support Tickets in Zendesk 

  • Answering Live Chats in Zopim

  • Answering Phone Calls and Return Messages

  • Prioritization & Efficient Escalation of Incidents and Bugs that affect CrowdFlower's Production System

  • Writing and Updating Documentation in CrowdFlower's Customer Support Portal (http://success.crowdflower.com)

  • Participation in Support Rotation Coverage (Support hours range from 6AM - 5PM PST)

Tools you will use throughout your workday will include:

  • CrowdFlower Platform

  • JIRA & Confluence

  • Zendesk Help Center

  • Zendesk Ticket Software

  • Zopim Chat

  • Braintree Payment Software
     

What You Need for this Position

  • Desire to help create something big and be part CrowdFlower's transformative mission

  • You are proud of the fact that you are calm in "the eye of the storm"

  • You are humble and empathetic.  

  • You have impeccable English grammar and can translate technical jargon into layman's terms

  • Hustle! You're not satisfied with having nothing to do

  • Grit! You are determined even when the going gets tough and not easily flustered

  • At least 1 year experience in a Customer Service role preferably supporting an enterprise SaaS platform

  • You are persistent in following up on issues & projects that need to get done

  • Truly enjoys a dynamic startup environment where every day is different

  • Technical aptitude and willingness to learn R, Ruby, HTML/CSS, JavaScript, Liquid, SQL

 

Upon submission please provide a writing sample within the Cover Letter that answers this prompt:

In traveling to your favorite destination, what should one bring along and what are some “must see” places and “must do” activities to engage in? (Content is not as important as your writing style and grammar!)