Customer Support Representative

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device – as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

As a Customer Support Representative, you will be an integral part of the PartnerStack Customer Success team. You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users. You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation. 

You are resourceful, independent, and good-natured with strong communication and customer support skills. You are a born problem solver, a driven learner and lead with empathy. You thrive when presented with something new to investigate and love finding solutions. 

What you'll do and how you'll have an impact

• Interact directly with our customers and their partners via email (Zendesk)
• Troubleshoot technical issues and brainstorm solutions to address customers’ needs
• Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns 
• Delight our clients with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
• Investigate and escalate bugs to our T2 technical team 
• Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
• Communicate effectively with internal stakeholders to advocate for customers needs
• Maintain help center and internal knowledge bases to ensure our customers and team have up-to-date and helpful information 
• Be resourceful and self-self driven to accomplish your tasks
• Be a reliable team player working in a shared queue

What we're looking for

• 2+ years of software support experience, preferably in a startup capacity
• Outstanding customer service and written communication skills 
• Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
• Proven internal communication skills in small and large teams
• Have an understanding of internet technologies (APIs, HTTP, REST, etc)
• Have experience with Zendesk and Jira, or another support ticketing system
• Familiarity with querying information from an SQL database
• A strong desire to learn, and a penchant for troubleshooting
• A passion for documenting information that will benefit your team, and customers
• Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting [email protected].