Technical Customer Support
About The Job
Tempo is looking for a sharp, customer-savvy Support agent for the Customer Service and Support Team to support our customers. If you want to work for a fast-growing, exciting software company and help customers ranging from startups to large corporations around the globe keep reading.
This isn’t a call center gig. You’ll be helping identify and resolve complex issues, working with a broad range of technologies, people, and products.
Here’s an idea of the type of responsibilities you’ll handle: interpret customer requests, verify bugs, work with development on delivering fixes, provide customer feedback internally and directly influence the direction of our products, publish Knowledge Base articles to build up our customer self-help portal. That also includes guiding our Customers on how to use our products and help them with general questions.
Preferred location is Portugal but Open to Global Talent willing to work under the GMT timezone with some flexibility.
The role involves
- Interacting with customers to help diagnose issues and help with questions.
- Researching and finding solutions to a wide variety of large scope, complex problems that will improve customers’ productivity and satisfaction with Tempo products
- Tracking and documenting inbound support requests and ensuring appropriate documentation of customer problems or issues
- Contributing helpful articles to our Knowledge Base
- Demonstrating a passion for the customer support experience,
- Practicing active listening skills and responding positively with courtesy and tact to a variety of communications
- Collaborating with product teams to improve Tempo products and the customers’ experience by providing insightful feedback based on issues received from customers.
- Supporting other members of the support team with incoming customer tickets and requests
The ideal candidate
- Holds a degree in computer science or in other technical disciplines - if you don’t have the degree but you can wow us with your talent, go ahead and apply!
- Has a solid track record in support in the software development industry, preferably using Atlassian Jira products.
- Values customer satisfaction and is not afraid to let it show
- Has great attention to detail and uses strategic problem-solving skills to meet diverse and demanding needs.
- Is an excellent communicator and can articulate technical concepts to people with a wide range of technical skills in both written and verbal English
- Is skilled at prioritization to manage multiple projects effectively and never forgets to communicate with customers
- Knows how to guide, mentor, and motivate other team members
- Is highly collaborative in nature and enjoys a constantly changing environment
What's In It For You (Org-wide)
- Hybrid or Remote work!
- If you’re close to one of our 4 Hubs: Boston, Montreal, Reykjavik or Toronto; feel free to use the space and catch up with the local team(s)
- Unlimited vacation in most of our locations!!
- Great benefits including health, dental, vision and savings plan.
- Perks such as training reimbursement, WFH reimbursement, and more.
- Diverse and dynamic teams with challenging and exciting work.
- An opportunity to have a real impact on our business.
- A great range of social activities (both in person and virtual).
- Optional in person meet-ups and the ability to travel to our international offices
- Employee referral program
- And so much more!!
Note: As our hiring teams are global, please submit your resume in English only.
About Tempo
Today more than 29,000 customers worldwide use Tempo Software products to optimize how teams work – with strategic roadmapping, project, and resource & cost management—so they can focus on their organization’s highest priorities. More than 15% of all Jira customers use Tempo, including more than one in three of the Fortune 500, and close to 500 million tracked events have flowed through our solutions.
Customers purchase through the Atlassian Marketplace, via one of hundreds of solution partners across the globe, or directly from us. We are proud of our product adoption and business momentum; operating far north of the “Rule of 40” with 30%+ YoY ARR growth rates while continuing to invest heavily in innovation for continued market expansion. In 2022 we were named Atlassian Partner of the Year for Enterprise App Services, and we continue to be one of the highest ranked and most heavily used solutions out there.
Tempo Software is headquartered in Boston with offices in Reykjavík and Montreal and more than 300 team members in a variety of locations worldwide. The company started as an innovative product inside the Icelandic company, Origo, was spun out as a standalone company, and accelerated global expansion with help from our growth equity investor, Diversis Capital. Already one of the largest vendors in the Atlassian Marketplace, the Company has ambitions to bring solutions to other ecosystems.
At Tempo Software, we are proud to be an equal opportunity employer and are committed to creating an inclusive culture. As such all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.