Technical support agent
We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?
Trustpilot is an online community helping consumers choose with confidence, enabling companies to grow their business. A new review is written through Trustpilot every five seconds, and each month reviews are displayed over 1 billion times with our widgets and website. Our mission is to ensure that consumers around the world make informed buying choices by learning from each other’s experiences.
Your Mission:
The Technical Support Agent is the second touch point of contact for customers when they have issues with Trustpilot services & platform. The Technical Support Agent will provide support using phone, e-mail and web-based chat tools to solve customer issues with Trustpilot services.
The Role:
This individual is tasked to provide second level support to our customers by all available support channels such as phone, email, and other various communication platforms. You will work closely with sales and customer success to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, so it is important to provide top class support with an ability to smile “through the phone.”
- Provide technical support to our customers by phone, email and chat to help them use our services. Your communication will enable our customers to understand the potential of our technology and what is required to implement it.
- Help our customers solve any technical issues that are preventing them from setting up / using our services. You’ll be helping to solve different types of technical issues that are preventing customers from using our more advanced services (API’s, Unique links and Widgets).
- Build and maintain “best practices” and self-service guides enabling customers to solve their own issues.
- Answer incoming queries from customers and colleagues.
Your Profile:
- 1+ years in customer support within technology or digital marketing verticals.
- Excellent writing and communication skills.
- Basic understanding of e-commerce and social media.
- Experience with HTML/CSS, JavaScript and/or Networking concepts.
- Strong time management skills.
- Ability to independently stay organized under a large workload.
- Ability to communicate politely in all possible situations.
- Takes pride in providing a high level of service and delivering a consistent performance.
- Thrive in a high paced performance-oriented environment.
- Ability to profile light training on high-level technical concepts.
- Conversational skills in Spanish a plus but not required.
We don’t care if you are extremely outgoing or perceived as an introvert. What is important is that you are a do-er, you will pick up the phone when a customer calls and just can’t stand to have “tickets” in the queue. You are quick to follow through, and take pride in ensuring that your/our users receive quick and solid answers to their questions.
Bonus:
- Experience with Zendesk.
- API Knowledge/Experience
- Fluent in multiple languages
We Offer:
- A key part of an exciting international growth journey
- Great colleagues and a social working environment
- Competitive salary
- Full benefits & 401k
- Paid family leave
- Commuter benefits
- Opportunity to train and travel across our international offices
- Free lunch Friday and bagel Mondays
- Snacks, ping pong, foosball, darts, etc.
At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.
With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.
Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.