Customer Support Representative (Remote)

At WorkRamp, we believe that the best companies grow through learning. That’s why hundreds of market leaders such as Box, Lattice, and Outreach choose the Learning Cloud to power employee and customer learning. Boost employee performance, grow revenue, and scale customer success with WorkRamp. Learn more by visiting workramp.com.

🙌 Why WorkRamp?-Recently raised a $40M Series C led by Salesforce Ventures, Slack Fund, and Susa Ventures-Ranked #1 2023 Fortune Best Workplaces in Bay Area™ List-Ranked #5 on 2023 Fortune Best Workplaces™ for Millennials List-Named Among Best Workplaces in Software by Inc. Magazine for 2024-G2’s 2023 Best Software Awards: Top 50 Best Products for Mid-Market-G2’s 2023 Best Software Awards: Top 100 Highest Satisfaction Products-Ranked #873 on this year’s Inc. Magazine 5000 list of the fastest-growing private companies in America.-Made #9 on Fortune’s Best Workplaces for Women™ list 2022-Mogul’s Top 100 Companies with Inclusive Benefits in 2022-Great Place to Work® Certified August 2022-August 2023-Named a 2022 & 2023 Y Combinator Top Company-#1 Top-Rated LMS by The Motley Fool-JMP Securities Hot 100 Startups: The best privately held software companies 2022-Otta’s ROCKET LIST 2022: 100 of the fastest-growing companies to accelerate your career-#1 on Inc's 2021 Best Workplaces List for Startups-Fortune's Best Places to Work in the Bay Area 2021-Top 100 fastest-growing SaaS companies of 2020 by SaaS Mag

🚀 What’s the opportunity?We are looking for a product support specialist to provide an amazing support experience for our customers. This role will be on the front lines with our customers: listening to pain points, troubleshooting issues, and helping resolve any problems that may spring up. As a support representative, you will also have the chance to interface closely with our product and engineering teams to help guide the roadmap based on the trends you are seeing.

🔧 What will I be doing?- Answering questions and troubleshooting issues on chat and email via our support ticketing system- Becoming a technical expert across our product and adjacent technologies like SSO, Salesforce, and Slack- Working closely with product and engineering to escalate any high-priority issues and trends- Have the opportunity to experience a fast-paced startup environment- Shift Hours: 8am - 5pm PT (9am - 6pm MT)

💡 What skills do I need?- 2 to 4 years experience in a support related role for a software product (enterprise SaaS a plus)- Strong technical and written skills- Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment- Experience with Intercom, Zendesk, Salesforce - Ability to communicate complex concepts to customers- Process-driven and having attention to detail- Eagerness to respond to tickets to ensure that all SLA response times are met- Empathy for customers and diligence to resolve problems to provide customer satisfaction - Passion for the startup experience

🏆 Perks-Fully Remote - Work from anywhere in the US-Flexible Time Off & 13 company-wide holidays-Equity-Full healthcare coverage-100% paid short-term & long-term disability insurance, plus life insurance-Stipend for remote work setup & DeskPass account-401K-Mental Health and Wellness Resources including a free subscription to Spring Health & access to 2 Employee Assistance Programs (EAP)- Employee Resource Groups-Access to Well-Being Benefits including: One Medical, Gympass, & Headspace

- This role is fully remote and must sit in Pacific or Mountain Time zones- At this time, WorkRamp does not sponsor work visas