Technical Support Agent

| Greater NYC Area
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Trustpilot is an online community helping consumers make purchasing decisions with confidence while also enabling companies to grow their business based on the most powerful information out there: real reviews from their real customers. 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. This person will provide support using phone, e-mail and relevant web based 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 account managers 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:

  • 1-3 years in customer support within technology or digital marketing verticals.
  • A 4-year college degree.
  • 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.

We don’t care if you are extremely outgoing or perceived as an introvert. What is important is that you are a doer, 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:

  • Phone support training.
  • Experience with Zendesk.
  • Fluent in multiple languages.

We Offer:

  • The opportunity to be a key player and build your career at a rapidly expanding global technology company
  • 100% covered health insurance. Vision and dental insurance offered
  • Free catered lunch every Friday, bagel Mondays, office happy hours, ping pong tables, 2 kegerators, gongs, bells and more
  • Great office location in the heart of the Flatiron District

About Trustpilot:

Trustpilot is an online review-driven community and platform that builds relationships between consumers and businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, now providing over 125,000 businesses with TrustScores based on more than 15 million reviews. Trustpilot operates in 65 countries, with offices in the UK, US, GER, Denmark and Australia. Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide reviews of their experiences, allowing for a more open conversation about business improvements based on personal feedback.

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Technology we use

  • Sales & Marketing
    • HubSpotCRM
    • SalesforceCRM

Location

This area has lot to offer. You can grab a burger from the original Shake Shack and enjoy the people watching as you hang out in Madison Square Park. Celebrity chef Mario Batali's popular Eataly market is a great place to shop for groceries or eat your way through all the food stalls.

An Insider's view of Trustpilot

How would you describe the company’s work-life balance?

The work-life balance is amazing. It’s been 5 years since I’ve had the luxury of being off on a weekend. Besides that, my managers don’t really bother me outside of my regular working hours, and I'm always encouraged to take my full hour for lunch. You also can’t beat working remotely; my daily commute is about 20 seconds each day

Jawayne

Account Development Representative

What does your typical day look like?

The thing I love the most about my role as an Account Executive is that every day looks different. Some days I’m more focused on setting up new meetings with prospective clients, whereas others I’m spending my time nurturing opportunities I’ve already created and building rapport with new people.

Emily

Account Executive

What makes someone successful on your team?

There are clear paths to move into management or maintain personal growth as an individual contributor. It's nice to know there is an achievable plan in place and management has always been supportive of my goals.

Jeremy

Senior Customer Integration Engineer

What is your vision for the company?

My personal vision for Trustpilot is to make it the preeminent review platform in the United States both in terms of volume of content and review credibility. Within the org, I envision Trustpilot operating in a way that allows us to understand greater detail of our business and to build the best team in the business!

John

Commercial Operations Director

What projects are you most excited about?

As a Talent Acquisition Specialist, my day-to-day consists of conducting technical phone screens, preparing candidates for interviews, and extending offers! Besides my daily responsibilities, I worked on a social media project recently. I was able to utilize my marketing degree to teach my colleagues how to rock their LinkedIn profiles and content.

Kayla

Talent Acquisition Specialist

What are Trustpilot Perks + Benefits

Culture
Volunteer in local community
Every Trustie has two (paid) volunteering days a year, which they can use to give back to their community.
Partners with nonprofits
We partner with a women's shelter in the Bronx, and another non-profit that helps homeless women and children in NYC.
Open door policy
Team based strategic planning
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Trusties in Color (TiC), Pride & Allies, Trustpilot Women in Leadership (TWIL)
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Free subscription to Headspace
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Employees receive 5 days per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free lunch on Wednesday and Breakfast on Thursdays
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Our kickball team is currently undefeated! We have lots of things like this happen year to year.
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Opportunities to visit our other offices, including internationally. Ongoing training and development across all departments. Catered lunches on Fridays and towards the end of each month, cold brew and beer on tap. Snacks and bagels on Mondays. Internal promotion track, happy hours and office events.

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