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Community Support Specialist

4 months ago

McLean, United States Appian Corporation Full time
Job DescriptionJob Description

Here at Appian, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand the best for our customers, we go beyond completion in our work, we strive for excellence with intensity, and we embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian, you'll be part of a passionate team that's dedicated to accomplishing hard things.

Here at Appian, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand the best for our customers, we go beyond completion in our work, we strive for excellence with intensity, and we embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian, you'll be part of a passionate team that's dedicated to accomplishing hard things.

Appian is looking for a Community Support Specialist to provide support to our rapidly growing developer community and foster collaboration and engagement. If you are analytical, excellent at problem-solving, detail-oriented and passionate about providing a great user experience for a growing, global developer community, then this role is for you

What you'll do:

  • Respond to issues and questions reported by Appian Community, Appian AppMarket, and Appian Community Edition users across various sites and systems

  • Conduct root cause analysis of issues, analyze question and issue trends and propose permanent solutions by working closely with cross-functional team members

  • Moderate and foster collaboration in Community and AppMarket Discussion forums to ensure users find answers to questions

  • Propose new and improved Community functionality based on user outreach and engagement

  • Provide feedback to the Community Experience team and participate in usability testing for new features

  • Maintain documentation as part of issue resolution and look for ways to enhance operational efficiency

Who you are:

  • Someone who thrives on dynamic and cross-functional teams

  • Enthusiastic about delivering a memorable, useful, and high-impact user experience

  • Passionate about technology and you enjoy continuously learning

  • Dedicated to delivering exceptional customer service through effective communication

  • Not complacent. Always looking to improve the quality and features of our offerings.

  • A great communicator comfortable presenting to both technical and non-technical audiences

Qualifications:

  • B.S. degree in Science, Technology, Engineering, or Math, or otherwise demonstrated aptitude for technology

  • Strong attention to detail

  • Excellent problem-solving and organizational skills

  • Ability to effectively communicate technical issues, resolve problems, and meet deadlines

  • Possession of effective presentation skills to present reports and findings in a clear and concise manner to all levels of the organization

  • Strong verbal and written communication skills

Tools and Resource

  • Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
  • Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
  • Community: We'll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

About Appian

Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences. For more information, visit appian.com. [Nasdaq: APPN]

Follow Appian: Twitter, LinkedIn.

Appian Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, genetic information, or any other characteristic protected by law. Further, Appian will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co‐worker, Pay Transparency Nondiscrimination. Appian provides reasonable accommodations to applicants and employees in accordance with all applicable laws.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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