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Figma: Product Support Specialist
Publicado 22/12/2018

Soporte Técnico Ingles

Headquarters: San Francisco, California
URL: https://jobs.lever.co/figma/c4f661b9-421f-4996-bf37-d23d94df1cf4?lever-origin=applied&lever-source%5B%5D=We%20Work%20Remotely

Figma is adding to our team of passionate people who are revolutionizing the world of design. We are building a browser-based design tool that looks and feels as good as a native application and has all the additional power and advantages that come from being built upon the web platform. If you’re looking to work at a dynamic company that is building the future of design tools, welcome to Figma.

Our Product Support Team is growing and we’re looking for a few great people to help support our growing community in the EMEA region from Amsterdam. You’ll be on the front lines helping to ensure our customers have great experiences using Figma every day.

Engaging with our customers requires critical thinking, an investigative mindset and impeccable communication skills so we’re looking for a team player who is technically inclined, eager to learn about design tools, and comfortable working in a startup environment where there are a lot of hats to wear. This is not your first rodeo when it comes to working on a distributed team for a technical product. You’re incredibly self-motivated and resourceful with a track record of effectively managing your schedule, staying focused, and delivering work on time.

Responsibilities

  • Provide exceptional technical support for new and experienced Figma users 
  • Work with our design and engineering teams to understand and resolve complex issues 
  • Escalate technical issues with the appropriate team for investigation 
  • Write clear and concise bug reports in Asana for our engineering teams to triage 
  • Turn customer feedback into actionable recommendations for our product managers 
  • Close the feedback loop with users when bugs are resolved and feature requests are implemented 
  • Craft detailed, easy-to-understand support content(e.g. saved replies, help center articles, video tutorial scripts, and internal documentation) 
  • Continually focus on improving our support processes as we scale 
  • Own a specific area of responsibility (AoR) that interests you and helps drive a better customer experience

Examples of Areas of Responsibility

  • Work with our Product Education Specialist on drafts of new help center articles 
  • Write scripts for new video tutorials and work with our small production team 
  • Do you have SQL skills? Write queries and create dashboards for monitoring our support KPIs 
  • Help us compile and organize an internal knowledge base 
  • Aspiring author? Design a new onboarding manual for future Product Support Team members 
  • Are you a natural born teacher? Lead Figma 101 sessions for new hires to get them up to speed on Figma’s features and functionalities

More About You

  • We can count on you to challenge us and help us improve as a team 
  • You have experience working with design tools (i.e. Sketch, InVision, Illustrator) and want to continue to expand your knowledge about how people use them 
  • You’re compassionate by nature with strong interpersonal skills and a well-developed communication style (written and verbal) 
  • You’re an empathetic problem solver who goes above and beyond to help people 
  • When it comes to tackling a new project, or implementing a new process, your attention to detail and organization skills are a notch above the rest 
  • You are a whiz with words and enjoy making complex ideas easy-to-understand 
  • You’re eager to bring your unique set of skills and past experiences to our team to ensure our existing processes are streamlined and effective. 
  • Getting out of your comfort zone and working with stakeholders from other teams (design, engineering, product) excites you 
  • We can always count on you for your infectious optimism in the face of uncertainty

Nice to Have

  • Experience with a support helpdesk like Intercom, Zendesk, Help Scout, etc 
  • Previous experience supporting users of a technical, SaaS product 
  • Knowing some HTML, CSS, and Javascript would come in handy from time-to-time 
  • Proficient reading and writing skills in a secondary language like Russian or French

To apply: Apply here: https://jobs.lever.co/figma/c4f661b9-421f-4996-bf37-d23d94df1cf4?lever-origin=applied&lever-source%5B%5D=We%20Work%20Remotely

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