Client Support & Education Specialist at Extole
San Francisco, CA, US

We have created the leading advocacy marketing platform and are passionate about empowering consumers to share the brands they love. If you have referred a friend to Uber, Airbnb or Tesla, you know that marketing that is driven by people is powerful, personal, and inevitable.  We have set the rules that our competition and the market follow.  We want you to be part of the journey.

Extole is a values-driven culture. We have built our company on intense collaboration and on a single central value: #oneteam. We share goals, and, more importantly, we are accountable to each other.

Why Work With Us

  • You’ll find a generous, friendly team passionate about our work. Life at Extole is pretty awesome;
  • You’re covered. Health, vision, dental. No employee contributions;
  • Flexible vacation so you can relax, recharge, enjoy your life as much as your job;
  • Meals, copious snacks, La Croix;
  • Frequent outings, shared experiences, good times!

Responsibilities

  • Provide technical support to end users by researching, troubleshooting issues, and providing answers to clients within defined SLAs
  • Improve internal run-books by writing and maintaining documentation
  • Maintain performance under pressure; handling stress in a positive manner
  • Set high standards for self; assuming responsibility for successfully completing projects
  • Create and maintain the education content to help Extole’s clients succeed
  • Work with management to improve internal process and achieve KPIs
  • Help prioritize feature requests
  • Escalate and ensure execution of top priority engineering issues
  • Help write and send client communication informing impacted clients of global issues

Qualifications

  • 1-2 years support or technical support experience preferred
  • 1-2 years experience in Zendesk or similar support platforms
  • Working knowledge of HTML & CSS. Javascript exposure a plus
  • Excellent problem solving, verbal communication, critical thinking skills
  • Positive demeanor and ability to communicate with customers