Customer Support Representative

| Seattle
The Role
As a member of the Customer Support Representative team, you are the proactive front line and face of Outreach. You interact with our customers daily and make them better at what they do while improving our product.
You will be the initial point-of-contact for our customers through phone, email and chat. Our customers will look to you for answering basic support questions and you will work closely with the Technical Support Engineering team to resolve our customers’ issues. You will help our customers be as successful as possible by knowing how to use our product and addressing their issues quickly and effectively.
About The Team
When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

  • Working with customers to successfully triage and resolve Outreach support incidents
  • Managing inbound support emails, chats, and phone calls
  • Providing awesome support to customers
  • Being a part of a brand new team where you will be defining the future with your feedback and ideas

Basic Qualifications

  • Strong passion for delighting customers
  • Able to work independently and make decisions. 
  • Demonstrate ability to manage priorities in a fast-paced environment
  • Excellent written and verbal communication skills
  • Demonstrate a passion for resolving customer issues
  • Bring a strong sense of empathy for customers

Preferred Qualifications

  • Bachelor’s degree
  • 1+ years of experience in technology support or customer service, preferably at a SaaS company
  • Previous Sales Development Representative experience
  • Prior military experience
  • Chat experience 
  • Experience with the technologies we use, including:
  • Outreach
  • Gmail
  • Zendesk
  • Slack
  • Salesforce
  • Microsoft Office

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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