Technical Support Representative

4 weeks ago

Remote, Oregon, United States Quickbase Full time

Company Description:

What's it like to work at Quickbase? Well, our company, our market, and our customers are growing fast. This means all Quickbase employees are engaged in interesting and challenging work. We have the opportunity to try new and different things and lots of room for career advancement. We work with exceptional colleagues and foster an environment that empowers those closest to the work to make decisions and provide each other the support to move quickly and learn as we go. Quickbase combines the excitement and pace of a startup with the stability and work/life balance of a market leader. Find out if Quickbase is for you

Are you ready for a fun and rewarding job that utilizes your problem-solving skills in a collaborative environment? We are looking for a talented Technical Support Representative to join our dedicated Care Team. As a Technical Support Representative, you will be the first point of contact for troubleshooting, and you will be a guide to the many resources available to customers. You will support our customers as a technical thought partner, helping them take ownership and improve daily as the foundation of Quickbase. Through their journey, you will provide exceptional customer service so that we all win together

In this role, You will:

  • Learn new technologies, including the Quickbase platform and support tools
  • Help customers achieve success using the Quickbase Platform via phone and email
  • Provide functional troubleshooting, explain features, and guide customers on best practices
  • Provide creative solutions with a sense of urgency, to help customers with diverse needs and situations innovate and be more productive with Quickbase
  • Help build resources to ensure the continued success of the team and customers
  • Work to help elevate the customer's voice through the company

Primary Duties:

  • Providing timely and accurate technical support to our customers
  • Escalating potential bugs
  • Be actively engaged with your co-workers via Zoom, Slack, in-person meetings, etc.
  • Handles general support cases
  • Pipeline ability including QB to QB, QB to other channels, and Bulk Handling (ex: CSV handler)
  • Responsible for creating KMS documentation
  • Serve as Product liaison to impacted customers of bug fixes once resolved
  • Partner with customers to reduce or improve platform impact
  • Educate customers on how to use QB more effectively

Ideally, you will have:

  • Experience in customer service, IT support, technical support, or understanding of database concepts
  • Proficiency in Windows/Linux/Mac OS
  • Basic knowledge in JavaScript, HTML, CSS - understanding the syntax and the code structure
  • Degree in computer science or information technology
  • A commitment to personal growth and a desire to learn, being engaged in your work, asking questions, researching answers, and contributing to the team
  • Detail-oriented mentality, with the ability to research issues, and document customer issues and resolutions
  • Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via email, phone, screen-sharing sessions and occasionally in-person
  • Ability to manage multiple priorities and to triage customer issues
  • The desire to WOW and deliver solutions for customers, work hard, and have fun doing it

More About our Culture & Environment:

  • Work with a passionate, collaborative team
  • Remote work model with Hybrid option in Boston or Bulgaria offices
  • Culture of Belonging & Inclusion: representative employee-resource groups, strong investment in mental health & wellness core benefits
  • Generous 401(k) match and fitness reimbursement benefit
  • Paid parental leave, commuter benefits

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