You will be the go-to person / fixer for our customers and our sales team, assisting our customers as they use our products, and our salespeople as they use our internal tools. Things that could come across your desk on a given day are:
Troubleshooting product issues
Helping people resetting their passwords
Offering impromptu tech support
Compiling stats for the sales team
Responding to emails from clients who are having trouble
Passing new leads on to the sales team
Keeping an eye on our feedback site
Monitoring the overall quality of listings on our site, and giving advice to our clients and sales team as to how to improve them
A lot of this will involve a certain degree of sleuthing, as people don’t always use products as intended, and products don’t always do what they’re supposed to do. In those cases it will be your job to figure out what might be going on, and either fix it yourself, or reach out to the right people to do so.
Ultimately you’ll ensure that both our customers and our sales team can do what they need to do as quickly and efficiently as possible. At the same time, we’ll also look to you to keep your ears and eyes open and report on trends, recurring feature requests, and any hunches you might have … all while the products you support evolve continuously.
Experience in a customer facing technical support role
Solid understanding of how the Internet works, and the ability to describe the technologies that comprise the Internet (knowledge of how URLs work, how DNS systems work, etc.)
Genuine curiosity about technical concepts, and the ability to pick them up quickly and easily
Experience debugging web applications; experience with bug tracking systems
Excellent command of written and spoken English
Ability to speak the language of technology, and the ability to methodically help our non-technical customers troubleshoot technical issues
Friendliness, patience, diplomacy, and adaptability
Smart & Gets Things Done (of course)
NICE TO HAVES:
Database querying (SQL) experience
Fluency in written and spoken German and/or French
Understanding / interest in / use of careers.stackoverflow.com
Awareness and understanding of meta.stackoverflow.com
Experience working in conjunction with software engineers in the workplace
About Stack Exchange
You’ll be working on Stack Overflow Careers, which is part of Stack Exchange. Careers aims to help great companies find great developers, and vice versa, through job listings and a searchable database of developer profiles. As a company we believe in giving you what you need for you do your job, and then letting you do your job.
We get 20 days of holidays and have free catered lunch everyday. To burn off all those extra calories we also offer gym membership reimbursement. We have ridiculous work stations (height-adjustable desks, ergonomic chairs, and incredibly powerful machines with monitors bigger than your TV). Our fridge is always fully stocked with drinks and snacks. We also have a game room with Xbox 360 and a pingpong table.
Stack Exchange - 15 months ago