Enterprise Customer Support Representative

ABOUT JOTFORM

Jotform is a dynamic, bootstrapped SaaS company based in San Francisco, with over 35 million users worldwide. We promote an agile and enjoyable work environment, empowering everyone to create their own online forms. Our extensive collection of 10,000+ ready-made form templates, 100+ integrations, and over 380 widgets makes us a preferred online form builder for organizations of all sizes, from small businesses to enterprises.

Launched in 2018, Jotform Enterprise streamlines workflows and business processes for multi-user organizations, facilitating structured data collection, both internally and externally. We believe that paperwork should never be a barrier, which is why we are committed to making online data and payment collection as smooth as possible.

We are actively seeking Enterprise Customer Support Representatives for our rapidly growing customer base.

These are full-time, in-office positions with benefits.

ABOUT THE ROLE

This role is crucial in ensuring continuous operations for our users. As an Enterprise Customer Support Representative, your primary responsibility will be assisting customers through our dedicated support ticketing system. More complex issues will be managed by more experienced staff, but you will have opportunities to contribute. Collaboration with our talented design and development teams, including remote colleagues and in-house staff, is also expected.

Key responsibilities include:

• Providing first-line diagnostic and troubleshooting support along with technical expertise to address customer inquiries effectively, resolving issues while ensuring high customer satisfaction.
• Utilizing our support ticketing system to manage incoming tickets related to technical questions, service incidents, and various other issues, while ensuring effective tracking and resolution of your assigned tickets.
• Documenting all issues and solutions to maintain accurate and timely records for reference.
• Maintaining open communication with customers throughout the issue resolution process.
• Acting as a subject matter expert in customer-facing situations.

Requirements for Success:

• Strong background in HTML/CSS to assist customers in building and designing forms.
• Basic knowledge of JavaScript is a plus, providing beneficial workarounds.
• Familiarity with CMSs, CRMs, and site builders, as our form builder integrates with various third-party platforms.
• Solid technical knowledge and common sense are essential; problem-solving skills and creativity in finding solutions are highly valued.
• Prior experience in supporting customers with a SaaS or IaaS product is preferred.
• Fluency in English is required.

ABOUT YOU

• Exceptional customer service skills, paired with excellent verbal and written communication abilities.
• Ability to work independently without much supervision.
• A team player who is open to feedback and critique.
• Adaptable, flexible, and commercially aware.
• Outstanding organizational skills, with the ability to prioritize and manage tasks efficiently.

COMPENSATION, PERKS & BENEFITS

• Base pay range: $60K to $85K. Exact compensation may vary based on skills and experience.
• Company-provided commuter benefits.
• Employer-sponsored medical, dental, vision, AD&D, and LTD insurance.
• 401(k) plan with a 4% company match.
• Flexible Spending Account (FSA).
• 10 days of annual vacation, in addition to 12 company holidays, plus an office closure between Christmas and New Year.
• Professional development stipend after one year of employment.

OUR PROCESS

We carefully review every application received, selecting top candidates for a screening call. Due to a high volume of applications, we may only contact those shortlisted, but we value each application. If you're selected, we will reach out for an initial call to learn more about you. If you do not receive a call, please do not be discouraged; we appreciate your interest.

Thank you for considering a position at Jotform

Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, nationality, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other characteristic protected by law.

Applicants must be authorized to work lawfully in the United States. We are unable to sponsor or take over sponsorship of an employment visa at this time.