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Customer Support Representative (CSR)

Support | Raleigh, NC | Full Time

Job Description

ABOUT GUIDEBOOK:

Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps with no technical skills required. 

Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom event—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.

Here at Guidebook we know the future is mobile—come join us on the challenge!


ABOUT THE JOB:


The Guidebook team is seeking a proven support rockstar to join as a Customer Support Representative (CSR) to drive excellent customer experiences across a variety of support channels.  This individual will serve as the first responder to most support issues, working with a wide array of clients to troubleshoot common pitfalls, devising meaningful strategies to achieve success with our platforms, and representing the needs of the customer to improve Guidebook’s overall operations.

Our team values collaboration, and the CSR will have the opportunity to become a true product expert, responsible for thoroughly understanding our apps and content management system and shaping our customer service processes.  This position requires strong written and verbal communication skills, alongside a passion for customer service and technology.


WITHIN 3 MONTHS, YOU’LL: 

  • Provide technical support over phone, email, and web chat.

  • Learn innovative problem solving techniques to leverage Guidebook to solve an array of important business issues for customers.


WITHIN 6 MONTHS, YOU’LL: 

  • Collate user feedback and pain points and loop these back to the relevant teams.

  • Be a technical expert, including troubleshooting on various devices and finding creative workarounds when the usual things aren’t working.

  • Compose and maintain articles in our support database


WITHIN 12 MONTHS, YOU’LL: 

  • Work closely with our Customer Success Team to ensure customer retention.

  • Identify and implement process improvements to scale the role.

  • Work to make the rest of your team better because they should be making you better too!

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

  • Technical skills—you possess exceptional written and verbal communication skills, and are able to troubleshoot on various devices, pick up new processes, and find creative workarounds when the usual things aren’t working.

  • Collaborative experience—you understand the processes of other departments, and have a track record of successful interdepartmental collaboration.

  • Guidebook experience—you have built a guide and/or used our app.

  • Experience with bug tracking tools (Jira, Redmine, Asana) and client management software (Zendesk, Salesforce).

  • Willingness to work flexible hours, such as weekends.

PERKS: 

  • Full health benefits: medical, dental, and vision

  • Unlimited vacation time

  • Awesome company retreats (post-Covid!) and virtual hangouts

  • Make your workstation yours: we provide you with supplies to have an incredible work from home setup (and, once we’re back in office, the ability to customize your workstation)

  • Stock Options

  • Fun group/team outings like movie nights, hockey games, and BBQ’s (as soon as we can!)


If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.