User Success Analyst

at import.io in San Francisco, CA

import.io is looking for a bright and talented customer support enthusiast to establish and build our user support team in the US. You will join our growing number of product experts in our dedicated User Success team.

You will be responsible for the day to day engagement of users of our consumer product, managing a growing community and representing the users’ interests to the wider import.io team.

Responsibilities would include:

Triaging and responding to user tickets across multiple priority queues
Participating in a variety of user community activities and managing user forums
Keeping the knowledge base fresh with the latest guidance on the product
Producing help videos and in depth tutorials
Assisting in webinars with import.io team members or partners
Acting as the “voice of the user” in product meetings and across the team generally
Consistently working to improve how we deliver support!
Skills
What we expect:

Great communication skills and a proactive problem-solving approach to work
To have a great attitude, and be fun to work with
To be excited by our product, and to be invested in pushing it forward.
To thrive on delivering the very best in customer support
To be keen to learn and understand cutting edge technologies.
A good understanding of web technology, including HTML, HTTP, JS, etc.
Dedication to quality-oriented practices and tools
Have a demonstrated interest in data and customer support and a willingness to learn
Helpdesk support experience using Uservoice or similar
Benefits
What you’ll get!

Working for a company who has won loads of international start-up awards and we’ve been named as one of the coolest places to work (twice)! We love what we do, and who we do it with.
Great location – With offices in both London and San Francisco, we are in the heart of the technology scene in both the US and Europe.
Great people – We’ve assembled an incredibly diverse, talented and spirited team who genuinely enjoy coming to work everyday.
Challenges – The freedom to grow and define your own role so you can leave work everyday knowing you’ve made a difference.
Healthcare – You get full coverage for medical, dental, and vision insurance.
A share in the company – All employees own a part of the company.
Fun & Games – It’s not all work; we have movie nights, lunch activities, happy hours and a bi-annual offsite.

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Published at 04 Dec 2014
Expires on 05 Jun 2015
Viewed: 8508 times