Greater NYC Area
1 day ago
• Help Support Specialists meet their professional goals, prioritize tasks, develop work efficiency, and clearly communicate areas of improvement, including quarterly reviews.
• Coach Support Specialists through their side-projects. Each team member works on projects in their area(s) of interest, and the Manager keeps them on track to prioritize and move their initiatives forward.
• Engage with Paperspace customers through Zendesk support and occasionally email correspondence.
• Own support processes to effectively handle issues like escalations, service incidents, shift handoffs, onboarding of new Specialists, and identifying areas for improvement.
• Own the administration of Zendesk, including ticket workflows, automations, macros, SLAs, and reporting.
• QA support tickets regularly for tone, accuracy, and content.