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Technical Support Representative

3 months ago

Santa Monica, United States Kixie Full time
Job DescriptionJob Description

Who We're Looking For:

We are looking to add a technical CSS to our support team, whose can be relied upon to handle some of the more technical inbound support inquiries that our support team encounters each day.

If you can hold your own in the world of webhooks, APIs, firewalls, networks, 500 errors, bug replication and more, and you have experience in a similar role, we'd love to interview you

The ideal candidate for this position is a self-starter with consistent work ethic, especially when nobody is watching. The ideal candidate for this position also demonstrates strong interpersonal skills, patience and optimism, good technical skills/instincts, and the ability to learn our tech/product relatively independently and quickly.

What is Kixie?

Kixie is a venture backed start-up in Santa Monica funded by a top LA Venture Capital Firm (Mucker Capital). Kixie is a cloud-based phone and texting solution that helps sales teams connect with their leads - and support teams stay on top of their customers. We integrate richly and easily with any CRM, and leverage key moments of the customer journey to prompt sales reps to take action right away - and at exactly the right time. We boast the finest team of customer success reps in the SaaS industry, and make our home in sunny Santa Monica near the beach.

The Basics:

This position is in-office, not remote. We're looking for hardworking local candidates who can make the drive to Santa Monica, and want to be working at a buzzing, lively office every day.

The Technical Support Specialist role is a great opportunity to gain experience and grow professionally at a healthy, lively tech startup and hone valuable CS skills that will serve you well in your future. 1-2 years of past experience in a client-facing role is preferred.

Responsibilities:

  • Communicate with customers of all levels via phone, email, and chat
  • Be the first line contact for customer questions and issues, work with the appropriate internal teams (e.g. engineering, product management, customer success), to solve problems and manage them through to resolution
  • Work cross functionally within the company to communicate with all stakeholders in customers' success
  • Drive adoption and expansion of Kixie products by highlighting feature opportunities, educate customer on Kixie best practices, and create relevant strategies to customers and the Success team
  • Help design automated learning and development resources for new clients
  • Conduct regular screen-shares, workshops and customer training sessions to help our customers reach their business goals and advance their careers.
  • Create and maintain relationships with customers to better understand and achieve their needs

Requirements:

  • You are ridiculously patient
  • You are great at dealing with people and are comfortable via phone, email, and chat
  • You love solving new problems
  • You’re familiar with CRM tools like Pipedrive, Salesforce and Hubspot, or you’re a quick study who is eager to develop fluency with tools like these
  • You love learning new things and hate being bored at work
  • You’re data driven and willing to learn new tools like Looker to see if your efforts are making an impact.
  • You work with customers and create delightful interactions at all stages of the customer life-cycle.
  • You are familiar with technology and enjoy learning and building processes
  • Ideally - you are a graduate of a 4 year university

Benefits:

  • Salary range: 52k base - 66k OTE per year
  • Health, Dental and Vision benefits
  • 401K
  • Unlimited PTO after 90 days
  • Legit Coffee (Nespresso)
  • Fun, hardworking atmosphere
  • Learn everything there is to know about tech startups and develop CS skills
  • Office blocks away from Santa Monica Beach
  • Reserved Parking Garage

Requirements

  • You are ridiculously patient
  • You are great at dealing with people and are comfortable via phone, email, and chat
  • You love solving new problems
  • You’re familiar with CRM tools like Pipedrive, Salesforce and Hubspot, or you’re a quick study who is eager to develop fluency with tools like these
  • You love learning new things and hate being bored at work
  • You’re data driven and willing to learn new tools like Looker to see if your efforts are making an impact.
  • You work with customers and create delightful interactions at all stages of the customer life-cycle.
  • You are familiar with technology and enjoy learning and building processes
  • Ideally - you are comfortable with technology and don't get afraid of words like "firewall" and "router"
  • Ideally - you are a graduate of a 4 year university

Benefits

  • Salary range: 52k base - 66k OTE per year
  • Medical/Dental/Vision
  • Company-sponsored 401K plan
  • Unlimited PTO
  • Legit Coffee (Nespresso)
  • Fun, hardworking atmosphere
  • Learn everything there is to know about a technology startup
  • Office Near Santa Monica Beach