Web Support Specialist
Location: GB, LND, London
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Internet
Function: Information Technology
Salary range: 30000-40000
Company profile: Stack Exchange is a fast-growing network of over 100 question and answer sites on diverse topics from computer programming to photography and gaming. Our primary Q&A site is Stack Overflow, the world's largest online community of computer programmers. Stack Overﬂow hosts a hiring platform; Stack Overflow Careers which helps users connect with top employers all around the world to ﬁnd new programming opportunities.Why work here?Simple, we’re a group of people who are trying to make the internet a better place. We are building an incredible team and we work hard to make sure every new hire is the best fit possible.You should work in the best environment, with the smartest people, doing challenging and different things everyday. You'll be happiest if you receive stock options, free lunches, and top-notch benefits, so we'll give you those things too. In fact, we'll give you whatever you need to get your job done.
Description: We are:Stack Exchange is a fast-growing network of over 100 question and answer sites on diverse topics from computer programming to photography and gaming.What you'll be doing:You’ll be working on Stack Overflow Careers 2.0, which is part of Stack Exchange. Careers aim to help great companies find great developers, and vice versa, through job listings and a searchable database of developer profiles. As a company we believe in giving you what you need for you do your job, and then letting you do your job.The Web Support Specialist is the go-to person / fixer for our customers and our sales team, assisting our customers as they use our products, and our salespeople as they use our internal tools. Ultimately you’ll ensure that both groups can do what they need to do as quickly and efficiently as possible.You will the eyes and ears in our London office for our Support and Product teams. We need somebody who is an effective troubleshooter with excellent relationship building skills as you will be identifying pain points, trends and issues and more importantly resolving these. Being able to work proactively and autonomously is vital.The type of activities that you will be responsible for include:Troubleshooting product issuesHelping people resetting their passwordsMerging accountsOffering impromptu tech supportCompiling stats for the sales teamResponding to emails from clients who are having troublePassing new leads on to the sales teamKeeping an eye on our feedback siteMonitoring the overall quality of listings on our site, and giving advice to our clients and sales team as to how to improve themTraining the sales team on new features and hosting bi-weekly Q&A sessionsA lot of this will involve a certain degree of sleuthing, as people don’t always use products as intended, and products don’t always do what they’re supposed to do. In those cases it will be your job to figure out what might be going on, and either fix it yourself, or reach out to the right people to do so.
Requirements: What you'll need to have:Experience in a customer facing technical support roleSolid understanding of how the Internet works, and the ability to describe the technologies that comprise the Internet (knowledge of how URLs work, how DNS systems work, etc.)Genuine curiosity about technical concepts, and the ability to pick them up quickly and easilyExperience debugging web applications; experience with bug tracking systemsExcellent command of written and spoken EnglishAbility to speak the language of technology, and the ability to methodically help our non-technical customers troubleshoot technical issuesFriendliness, patience, diplomacy, and adaptabilitySmart & Gets Things Done (of course)What we'd like you to have (but this part is not essential)Database querying (SQL) experienceUnderstanding / interest in / use of #URL_3415749237607a1843cebc0df646e8900eb1f91a3c82d8de8d35b40f8242f32a#Awareness and understanding of #URL_b222a7c39ab81325ce12faa128c435b00471a71317001d8862a6d30916bc233e#Experience working in conjunction with software engineers in the workplaceSalesforce experience desirable however not essentialUnderstanding/interest in web development
Benefits: What we'll we give you in return:Our office is based in Old Street, London. On top of an excellent basic salary you'll get 25 days of holidays and have free catered lunch everyday. To burn off all those extra calories we also offer gym membership reimbursement up to £100 a month. We have ridiculous work stations (height adjustable desks, ergonomic chairs and incredibly powerful machines with monitors bigger than your TV). Our fridge is always fully stocked with drinks and snacks. We love our coffee and have a professional barista espresso machine. We also have a game room with Xbox 360 and a Ping-Pong table.
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