Technical Support Representative

San Francisco / Remote
Customer Success
Full-time
As a Support Representative on the Customer Success team you'll work directly with our customers and tester community, use your creative problem-solving skills and technical troubleshooting on a daily basis, and work closely with the Customer Success, Product, and Engineering teams. This role at Rainforest has a huge impact on the happiness and success of our customers. This role will be either based in San Francisco or remote within the US.

What you'll do

    • Troubleshoot technical issues and own the issue escalation process through to Engineering
    • Assist Customers with questions and resolve issues through live chat support
    • Collaborate with the Customer Success Team in providing support to customers
    • Track and communicate customer feature requests to Product
    • Maintain the Rainforest QA Help Center and update documentation as needed
    • Assist our tester community with questions and issues as they arise
    • Assist our product operations by managing and reviewing test case creation for customers

What we're looking for

    • Bachelor's Degree or equivalent
    • Support experience in a B2B software or tech company
    • Strong organizational skills with attention to detail
    • Excellent written and oral communication skills in English
    • Experience gathering metrics and analyzing data
    • Ability to work both independently as well as in a team environment
    • Skill in coordinating conversations and customer solutions with different teams (Product, Engineering, Customer Success, etc.)
    • 1+ years of working in Customer Support in a fast-paced tech environment

Bonus points for

    • Start-up experience
    • Familiarity or interest in product development, engineering, and QA processes (how software is built!)
    • Experience with Intercom, Zendesk, JIRA, Domo, LogDNA (or similar applications)
    • Experience in writing, maintaining, and organizing Help Center documentation
    • Interest in the Software Development Lifecycle, CI/CD processes

How we'll reward you

    • Competitive compensation and stock options
    • 100% Medical, dental, and vision insurance covered (75% for dependents)
    • Voluntary 401k program
    • Weekly lunch stipend
    • Subsidized commuter benefits
    • Unlimited Vacation
    • 3x/year company offsites to bond with the entire company and explore exciting destinations around the world (last 3 off-sites: Okinawa, Budapest, Kuala Lumpur)
    • We are a remote first company!
OUR COMMITMENT TO DIVERSITY AND INCLUSION

At Rainforest QA we believe that diverse teams improve our business. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.