Senior Customer / Technical Support Representative – European and US Customer Base
Safari Books Online - Boston, MA

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We are searching for a seasoned customer support rep with some technical experience and foreign language skills to work from 6am – 3pm M-F at our new Seaport / Innovation District office. Previous experience with e-commerce, subscription or web-based products will give you the foundation needed to succeed as will the ability to pick up new ideas and technology quickly.

This position will support our North American clients as well as be the front line for our growing European customer base. While not required the ability to speak German, Spanish, French and/or Italian will move your resume to the top of the interview list. German language skills are highly preferred!

Our team solves issues surrounding product usage, technical problems (sessions, content rendering, system availability, mobile devices), billing, account configuration, provisioning and fulfillment. We help our customers through chat, web contact forms, email and phone as well as through our online self-help tools and community offerings.

The ideal candidate will possess excellent customer service and technical problem solving skills, have a strong attention to detail, and the ability to work in a variety of customer situations. Familiarity with tablets, eReaders and knowledge of current web standards and/or other technical abilities combined with a positive, ‘can do’ attitude will add to your candidacy.

This role is critical to the success of Safari Books Online. You will have the opportunity to lead a team that strives to provide world class support. This position also works cross-functionally across the enterprise so you will gain a wide breadth of knowledge and insight. We also offer an informal work atmosphere with plenty of growth opportunities.

Newly hired candidates will be flown to our Sebastopol, CA headquarters (1 hour North of San Francisco in beautiful Western Sonoma County) for a week or two of training.

Our team is a group of life-long learners. We encourage innovation, exploring the latest trends and love solving challenges. If this sounds like an environment and role in which you would thrive then please submit your resume for consideration.

Safari Books Online provides subscription-based training resources to thousands of professionals interested in learning about topics such as IT, software development, graphic design, business and professional development. The company offers services for individuals, businesses, government and libraries and sells both direct to users/groups and through resellers. For users, the advantages of our subscription model include:

Unlimited learning from 27,000+ books/videos from more than 100 leading publishers

Synched access across virtually any platform, including PC, Mac, iPhone, iPad, Android and other devices with a browser

Always current content about the hottest topics, often available before physical books hit store shelves

Tools to quickly find, organize, manage, and share the information in our library

For today’s leading publishers, Safari Books Online serves as an increasingly important sales channel, delivering usage-based royalties primarily through corporate and institutional sales to complement revenue in today’s competitive book-selling environment.

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