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Technical Support Specialist

Customer Operations

Dublin

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About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100.

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

The Team

Are you a problem solver? A people person? A customer advocate? We’re looking for someone who is passionate about helping us live up to our promise to deliver the industry’s best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today! 

The Role

As part of the Advanced Technical Support team, you will give the highest quality assistance to customers experiencing our most complex issues - including unexpected site behaviors, advanced use cases making use of our API, and abuse prevention. You will work cross-functionally to diagnose and prioritize product issues, understanding how people use our product and finding creative solutions to satisfy their needs. You’ll support a growing Customer Operations team with real time answers as they encounter complex technical questions across our entire product suite. Technical aptitude matters in the role, but not as much as the desire to make a difference on a motivated team.

Responsibilities:

  • Diagnose and resolve our most complex and/or technical issues. Take our customers at their most frustrated point and deliver them with context and grace to a resolution.
  • Coordinate response to interruptions in service. Monitor technical operations and customer reports for indications of incidents or outages, and provide customers and colleagues with the specific information they need about the status of our services.
  • Act as an approachable and patient resource for the global Customer Ops team. Provide real time internal support for more complex questions, deliver ongoing technical training, and build knowledge by providing proactive feedback.
  • Follow through on technical issues. Identify and reproduce, file articulate and consistent bugs, communicate with product and engineering to ensure they have what they need to prioritize and fix issues, keep internal stakeholders and affected customers up to speed.
  • Assist with niche areas of the product requiring specialist support. Develop new expertise in areas like abuse management and API support in order to field support volume as needed.
  • Be a clear and adaptive communicator in all situations. Your voice needs to provide full context for customers, reproduction steps for product and engineering, clear and calm updates on product outages, and engaged support to the Customer Ops team.

Qualifications:

  • World-class customer service focus, preferably for an Internet company.
  • 2+ years of experience solving technical issues for customers with high expectations.
  • Outstanding oral and written communication skills, adapting communication style for any audience.
  • A fast-learning critical thinker with excellent organizational skills who can handle ambiguity and competing priorities
  • Zeal for collaboration and problem solving
  • Bonus points for knowledge of HTML, CSS, javascript, API/SDK
  • Strong attention to detail
  • BA/BS strongly preferred

 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, paid holidays and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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