At Deskpro, we're revolutionizing the customer support industry with our innovative helpdesk software platform. We empower thousands of companies by providing them with our award-winning customer support software (SaaS) that they use to deliver exceptional customer service. This role is a great opportunity for someone with experience in customer support for B2B software and who is looking to become a key part of our growing team!
Every day is different at Deskpro, but you can expect things like investigating questions from customers, helping users set up configurations that work best for their businesses, and assisting with onboarding. If you are a curious problem-solver, not intimidated by technical challenges, and have a passion for making customers smile, then you could be a great fit in our friendly and diverse team.
We’ve been expanding significantly over the last year, both in our original UK office and our Austin location, and so this is a really exciting time to join Deskpro.
For more information about Deskpro, head to our Careers page.
What will you be doing?
- You'll be a core part of the Deskpro team, and our first US-based support team member.
- Communicating with our customers (and potential customers) via support tickets, live chat, voice and social media - all through Deskpro.
- Our customers use Deskpro in all sorts of different ways and integrate it with a range of other products and services. You'll be faced regularly with requests for help about something you've not heard of or thought about before, with the opportunity to learn and find answers.
- Testing for and logging software bugs, escalating as necessary to technical support, and following up with users once they’ve been resolved.
- Updating help content built into Deskpro and writing new content as we launch new features.
- Helping new customers with the onboarding process, including configuration and training sessions.
- Gathering customer feedback about their experience with Deskpro and sharing your knowledge with the Product team.
Requirements
- 3+ years experience in customer support at a B2B software company.
- You’re independent and proactive. As some context, our US team includes a pre-sales engineer and a technical support engineer, and you’ll be joining an existing support team of six support executives and three technical support engineers based in the UK. Our team is friendly and supportive (no pun intended!) so you’ll have lots of help available, but as our first US-based support hire you’ll need to be happy being the driver of your own productivity.
- You’re familiar with technical elements of supporting software (e.g. our reporting language, logical flows in automations, APIs). We have a technical support team for resources and escalation, but you’ll be expected to be able to answer simpler technical questions independently as well as fully investigate questions before any escalations.
- Truly outstanding writing abilities. This role involves communicating complicated ideas in a simple way to customers, and you’ll often need to be synthesising information from a few different places in order to answer questions.
- An ability to and affinity for learning quickly. Deskpro is a powerful and complex product, so there is a large amount to learn, understand and support.
- Happy to work 3 days a week (Tues/Weds/Thurs) in our Austin office.
Benefits
We are a friendly team based in east downtown Austin, next to the tram line and about a mile from the station. It’s a great location close to lots of different breweries, coffee shops, and pickle ball courts!
- Salary range of $70-90k, dependent on experience.
- Unlimited PTO.
- Comprehensive benefits package including medical, dental, and vision plans through Aetna, 401(k) through Empower, as well as health and flexible spending accounts (HSA/FSA).
- Laptop & 2 x 4k Monitors, ergonomic chair & sit-stand desks as standard.
- Personal budget for training and growth.
- Lovely office with a friendly team: think weekly team lunches, beverage and snack options from coffee and tea to a sparkling water setup our British team covets, and the odd holiday potluck.
