Customer Support Specialist, Tier 1
Formstack improves people’s lives with practical solutions to their everyday work. We are looking for the next Stacker to help us accomplish this mission.
Formstack is a remote-first company with team members who live and work across the U.S., Canada, and the globe. We offer more than just a job; we provide a community where you can learn, grow, and thrive your way. Join a dynamic and diverse team that values relationships as much as results. Come build what matters with Formstack.
What You Will Do
The Customer Support Specialist, Tier 1, will be among the first line of support for our Forms for Salesforce customers. As a member of the Forms for Salesforce team, you will be responsible for delivering exceptional customer support via email, video/phone call, and occasionally chat-based support.
In between offering support to our external customers, you will also be asked to provide support to our internal customers, the Formstack team, via our Formstack slack channels, team meetings, and asynchronous collaborative work.
As a member of the customer support team, you will actively communicate customer needs within Formstack to reduce friction points for customers. Support Specialists will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. This role will be essential in helping our company keep customer needs front and center. Experience with written documentation is a plus!
How You Will Succeed
-Learn the ins and outs of our Formstack products and services
-Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support
-Work in a fast-paced environment and be able to meet and exceed our service standards in ticket volume, CSAT, and quality metrics
-Create written and/or video documentation, and assist in keeping these resources up-to-date
-Think of new and creative ways to solve customer issues, and share these ideas with the team
-Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert
-Work closely with the Formstack team to answer questions, provide feedback, and assist in finding use-case solutions
What We Are Looking For
-1-2 years of Customer Support experience in a moderately technical environment. Or, 3 years delivering high-touch, communication-heavy support in a non-technical environment
-Proactive, resourceful, and more importantly empathetic
-Able to work successfully with minimal oversight
-Ability to tackle complex issues
-Able to think outside the box and look for alternative solutions
-Good time-management skills
-Willing to learn, and handles change well
-While this role is primarily inside of US business hours, occasional schedule flexibility is required
Bonus Points
-Knowledge/experience in the following:
-Salesforce
-SSO
-Experience contributing to the build out and maintenance of both internal and external knowledge bases
-SaaS experience
$40,000 - $45,000 a year
What Formstack Offers for Full-Time Employees in the US and Canada:
- Competitive health plans, Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.
- Monthly Health & Wellness and Technology stipends
- Half-day Fridays
- Unlimited PTO for all employees.
- 401k & Roth w/ safe harbor match (the US and Canada)
- The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
- Company-paid conferences and extended learning opportunities
- Yearly company and team gatherings
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. Formstack is dedicated to building a diverse, inclusive, and authentic workplace. if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Formstack is an equal-opportunity employer. We are passionately committed to equitable hiring and boldly dedicated to diversity in our work and staff. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member status, disability or any other characteristic protected by law. Women, people of color, bilingual and bicultural individuals, LGBTQ+ persons, and people with disabilities are encouraged to apply.
All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only. We will store it in our applicant tracking system, Lever, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.