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Demio: Customer Support Specialist (Part Time / Remote)
Publicado 15/11/2018

Soporte T矇cnico Ingles

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Headquarters: Tampa, FL (but, you can work anywhere!)
URL: https://demio.com

Welcome ! Demio is currently hiring a part-time Support Specialist (we call them Success team members) to join our mission to help businesses leverage the power of personal conversations at scale.

Demio is a hassle-free webinar platform built for marketers.With our platform, companies can generate leads, filter prospects, perform group demos, engaging sales presentations, integrate with their CRM, view advanced webinar reporting, track conversions, and more. Its truly unlike any other product on the market.

Were looking to bring on that someone special right now to join the team part-time, but with hopes of going full-time soon (... and yes,we're hoping that's you... keep reading to see ).

We want to be joined by someone that shares our same vision for a product-centric and customer-centric business. Someone who understands that customer support is not just about answering questions, but about guiding users to success. Someone that is willing to join us on our journey to change the way that businesses communicate, market, and sell online. Someone that is process-oriented and driven by seeing customers succeed.

As a young startup (we just hit our two year launch anniversary), we have tons of amazing users and are adding new great companies every single month. A wonderful product experience is our primary focus here at Demio... from the customer support to the onboarding process, to the platform itself, we're working hard to make it all a delightful experience. While the webinar, web-communication space has been around for a while and continues to grow, we believe that were creating an entirely new segment in the market and doing it in a simple way.

About the Position:

Our team is small, but nimble . We have 4 success team members, 3 engineers, a QA team member, product designer, and 2 founders. As a company, we love to employ and work with great people, and we're hoping you might be the right addition to our amazing engineering team to join us on our big new initiatives and steps forward!

While the founders are based in Tampa, FL, were dedicated to building our company with a remote-based work environment meaning our entire team is remote, and we are happy to offer the ability to work fromanywhere in the world through our systems in Slack, Clubhouse, Intercom, Notion and GitHub. We'll do everything we can to make a stress free, easy to navigate operation inside so your role is just as simple as our platform!

Not only will you be remote, but you get to work with a team that is hungry, smart, and eager to make an impact. As a major member of that team, your work will never go unnoticed. Your work willalways make large waves in the company.

But hey, we also like to have fun ; we understand that building a company is quite the journey, and it can be incredibly hard, so we believe that its important to enjoy the moments along the way (mimosa Fridays, anyone? )

About You:

We want someone to join our team who truly desires to make an impact, is empathetic, loves communication, is courteous, and is constantly striving to grow/improve. Of course, being remote means you won't be micro-managed and you should be highly responsible for your actions, be reliable, focused on output and results and understand that great companies are built one small step at a time.

There are no requirements for past experience in Customer Success. If this position interests you, then apply!

Some of our most amazing team members have grown into the role based on their drive and personal goals. We'd love to help you here too if that's you!

We would expect you to have:

  • Ability to work remotely with your own computer and high-speed internet connection (can travel and work - just need to make sure you'll be set up!)
  • Ability to communicate with fluent English to our users
  • Tech-savvy ability enough to communicate technical details and guide users through our software (training will be provided, but must have the ability to understand basic concepts)
  • Ability to handle sometimes tough conversations with users with a smile (or emoji)
  • Ability to handle (rare) stressful situations with high ticket volume
  • Real excitement to see customer wins, successful webinars run, and great feedback
  • The drive to learn and grow every day

What does the average day look like in Demio?Imagine this:

Log in to your Slack app when you start the day and high five the team already on! Our team is all over the world, but we're always overlapping hours working together to innovate and move the company forward.

Review any development updates in Slack or Carrot from your teammates on internal updates, urgent tickets, new bug fixes, or what's going on in the company for that day. Communication is always key here in a fast moving company!

Log into Intercom and review the conversations going on for the day and see if anything should be reviewed prior to starting your shift. You can check in with any other team members of any urgent tickets and organize your priorities to make yourself successful for the day.

Our weekly success meeting will outline what we can expect for the week, any new initiatives, and bugs were expecting to be crushed. If we have any backlogged conversations, you can start tackling those and following up with users.

Inside of the Intercom help desk, well be doing live chat and email responses to help our users succeed with Demio! That means quickly diagnosing priority on tickets, understanding customer use cases, and product issues. Sometimes that means ringing up the engineering team or making tickets and sometimes that might mean jumping on a product call with a user to help them get unstuck.

It'll be important that you keep communication strong with the success team (especially during transitions) on whats going on and where!

Then, you can high five your teammates again when you log off and update the team in Slack with your daily update!

Once a week, we'll review the tickets as a team, review team KPIs and review any major issues (plus well meet monthly to look where to improve for better internal systems across the company). And if its a Friday, we might pop a few beers (or mimosas) together on Demio and cheers to a great week!

More about the position:

Were expecting this to start as an evening/night part-time shift for our team. This shift would start at 7 pm EST - 11 pm EST Monday to Friday and eventually turning into a full-time position with more hours added during the day. Ideally, you may be on the west coast of the US or in a western time zone to match hours that fit your schedule.

Were open to any time zone, as long as you can fulfill it!

The payment for this position will be based on experience and your background, but well be very transparent on our initial calls if this is a fit.

Growth-oriented bonuses we believe in:

  1. Minimum 2 Weeks Paid Vacation
  2. Reimbursement for Kindle Ebooks/Audible
  3. Paid Access to Digital Courses for extended training
  4. Free Gym Membership
  5. Reimbursement for 1 local event a month
  6. Working with atrulymission-driventeam motivated by excellence
  7. Huge room for growth

What to do next:

If this sounds exciting to you, and you think working with an awesome startup company sounds great, lets talk.

Shoot us a reply tohiring@Demio.comwith #PushingForSuccess in your subject line, and well set up an interview.

Heres what well ask for in the email:

1. A short overview of why you think Demio might be the right fit for you

2. A r矇sum矇 is cool but not necessary, feel free to include any and all recommendations from past colleagues or employers (LinkedIn works :D )

3. Tell us about you personally, stuff youre into what your goals are, where you are in life and where you want to be in life. This may not be your dream job, but who knows maybe we can work together to help it become so!

4. Whats your favorite book?

5.BONUS! Include a video of yourself telling us a little bit about yourself just post it on Vimeo/YouTube/etc. This will greatly increase your chances of an interview! :)

Take your time to articulate your thoughts, theres no prize for submitting quickly. No need to write everything, but this is a great way for us to learn about your ability to communicate and be thoughtful.

Thats it ! We look forward to meeting you!

To apply: All notes for application are in the job post. Please read thoroughly or your application will not be reviewed!

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