Customer Support Specialist (Saas Experience) (Nutshell Team)
Remote
R&D: Engineering – Nutshell Customer Support /
Full Time Contract Position /
Remote
Hi there! We’re WebFX, a full-funnel revenue marketing agency based in the US. We’ve been 9x named a Best Place to Work, and we’d love to meet you! We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ US States, and now based around the globe (and representing 18+ different countries, including offices in Guatemala and South Africa!).
While WebFX and our subsidiary companies, such as Nutshell CRM, SEO.com, and TeamAI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #BestCoworkers - that’s where you come in!
We're looking for talented professionals to join our amazing Nutshell team. Nutshell is an award-winning CRM and email marketing platform, and as of 2022, WebFX and Nutshell have officially joined forces. Our teams work together closely to provide the very best products and services to our clients, and we're on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.
Why Choose Nutshell?
We’re proud to offer the same great culture and a comprehensive set of benefits to our team members no matter where in the world they’re based. In addition to very competitive base pay, we also offer company profit-sharing, performance bonuses, and health insurance (including dental, vision, remote doctor, etc.). To aid in your success, we also provide world-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.), long-term career track opportunities, and ongoing learning bonuses (yes, you can get paid to learn!), along with numerous other benefits!
Some of the additional benefits our team enjoys include:
- No matter where you are located or your position, Nutshell offers long-term stability to all of our FXFamily members. Many of our global team members have been with the team for 10+ years, and we’re hoping you can be too! 🌏
- We put our people first; it’s as simple as that. You’re never on your own - when you run into inevitable challenges, we’re there to support you along the way!
- Long-lasting relationships with both clients and team members due to consistently low turnover rates, which are simply unheard of in our industry because, again, we put our people first.
- Save your time and money by skipping the commute to an office. This role allows you to work from the comfort of your home! 🏡
- Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more! 🖥️
- Unrestricted access to our proprietary software/platforms that our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here.
- Be part of a rapidly growing company that, at the same time, only partners with clients who share our values. 🌱📈
- Merit-based promotional structure.
- Annual merit-based compensation increases! 💰
- Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts.
- Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters. This event is filled with activities, learning, and motivation to help unite our U.S. and global staff! 🛫
- We have a very strong commitment to giving back globally - in fact, it’s one of our values here at WebFX and Nutshell. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals - since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!
- When you join Nutshell, you don’t just join a company; you join a community! We value all of our team members the same, regardless of their position or where they call home. We truly look forward to learning about you and your background, and we will be there to celebrate the milestones in your life together, no matter how big or small! 👏
What You'll Get
World-Class Training and Ongoing Career Development
- From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
- Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
- FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
- With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!
Opportunities for Growth
Our team has doubled in size over the past 5 years, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands.
What’s more, you’re not expected to know it all - we believe in continually striving to be an expert in your subject matter of expertise, so while we will purposely challenge you to grow in your niche, we are a full-service agency that has experts in other departments that handle everything else - from link building, to social media, to web design, and web development. This is done so you can truly master your trade.
Who We're Looking For
Desired Education
- Bachelor’s degree is preferred.
- Pre-employment testing is required.
General Knowledge
- Fluent in English (written and verbal). Resume must be in English to be considered.
- Comfortable with both object-oriented and procedural programming methodologies
Qualities
- Likes to get things done, highly efficient
- Commitment to delivering high-quality communication, and bug fixes to users
- Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
- Enjoys solving problems
- Customer-centric mentality, highly empathetic to users
- Obsesses over details
- Enjoys writing processes and making technical concepts more consumable for their audience
- Ability to understand prioritization/urgency level
- Bonus: experience in technical software support, sales, or account management
- Bonus: familiarity with CRM, email marketing, or helpdesk software
What You'll Do
- Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
- Test site bugs yourself and confirm if you’re able to replicate
- Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
- Update application documentation, processes and standard operating procedures
- Publish in-app guides/documentation answering frequently asked questions
- Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
- Manually test new features and bug fixes
- Clearly communicate when Requests need edits or additional information
- Report on weekly KPIs: ie. tickets received, tickets completed, etc.
- Report on guides/help docs analytics / usage
Compensation
Negotiable, based on experience
Annual merit-based increases
Working Hours
Asia (Philippines / Indonesia)
This position requires overlapping hours from 3:30 AM EST - 12:00 PM EST (New York Time Zone) Monday - Friday.
Africa / Europe (Ghana, UK, Ireland, Kenya, etc)
This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.
*** This excludes South Africa, where our in-office team follows a different schedule.
North America & South America
This position requires overlapping hours from 8:00 AM EST - 4:30 PM EST, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.
*** This excludes Guatemala, where our in-office team follows a different schedule.
Check out our culture on social media:
Please submit a resume or CV (in English) to be considered for this opportunity.
*You don't need to apply more than once, even if you're interested in multiple positions - you can simply let us know! We consider all open roles when reviewing resumes and applications!
Nutshell is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here!
