Technical Support Specialist at Zipwhip

| Seattle
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We are one of the main reasons it’s possible to text with a business today. Zipwhip was the first company to enable texting on existing business phone numbers, and we are now the world’s leading business-texting software and API provider. More than 35,000 companies use us to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time.

Our strong venture backing allows us to aggressively invest in our product, technology and team; we’ve received nearly $100 million in funding from the likes of Goldman Sachs, M12 (Microsoft Ventures) and OpenView. We are consistently ranked one of Washington’s fastest-growing workplaces, and were voted the 6th best place to work in the state by Seattle Business magazine and The Puget Sound Business Journal in 2019.

Every day we work to uphold our core DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. We know that we’ll build better products if we have a diverse and inspired team that’s encouraged to make mistakes and experiment.

If you want to be part of a team where you’re supported and empowered to change the way the world communicates, then we’d love to hear from you.

How this role makes an impact:

The Customer Support team is seeking a Technical Support Specialist with experience working in a technically oriented, fast-paced service position. Strong candidates will have a track record in providing the highest level of customer service while dealing with highly technical issues. To be successful in this role and have a positive impact across Zipwhip, you will need to pay close attention to details, follow adaptive troubleshooting methodologies, have a consistent track record achieving excellence in individual and team level KPIs, and relevant experience carrying the team and company-wide projects. We are looking for someone with a sense of adventure and a willingness to jump into the thick of things.

What you’ll be working on:

  • Handle escalated issues from Tier 1 Customer Support Specialists who have completed initial triage and troubleshooting and provide feedback on resolution steps taken for Tier 1 team.
  • Research and resolve complex product and technical problems, utilizing Zipwhip’s CRM and other tools.
  • Triage and troubleshoot technical problems related to message delivery, operating systems, wireless carriers, mobile apps (iOS and Android), install/setup, and integrations with third-party products.
  • Accurately create and manage support cases with categorization to help drive critical customer, product, and escalation analytics used by cross-functional departments and senior leadership.
  • Consistently meet daily / weekly KPIs and customer quality goals.
  • Be a strong team player willing to help team and department peers.
  • Reliable attendance. Consistent attendance is super important on our team! We believe in, and advocate, work-life balance.
  • Seek out opportunities and contribute to workflow process improvements with constructive suggestions and forward-thinking plans.
  • Work collaboratively with internal teams (sales, billing, operations) to support business development efforts for both small, medium, and enterprise accounts.
  • Serve as the customer experience ambassador when collaborating with other departments on new initiatives and projects.
  • Build customer loyalty by building rapport with customers and help resolve business, technical and billing issues.
  • Advocate for excellence in every aspect.
  • Flexibility! With the current events of COVID and the general needs of a fast-paced, growing company flexibility is paramount! The ability to work from home or in an office environment, adjust break and lunchtimes for coverage, or to work a staggered work schedule which may include working on-call during off-hours, weekends, or holidays.

The skills you’ll need:

  • +3 years of experience in a technical support/helpdesk role troubleshooting Windows or Mac environments (or equivalent).
  • Familiarity with wireless networks, mobile devices preferred.
  • High technical proficiency and excellent problem-solving skills and analytical abilities.
  • Strong interpersonal and communication skills required. Clear and effective verbal and written skills. The ability to communicate technical information to non-technical customers in an efficient way.
  • Demonstrate a customer-centric mindset.
  • Demonstrate the ability to solve technical problems and provide effective solutions.
  • Strong attention to detail and desire to thrive in a fast-paced environment.
  • Good organization and ability to perform multiple tasks simultaneously.
  • Strong work ethic, proactive at identifying and resolving issues, self-motivated, and resourceful.
  • Familiarity with CRM systems (e.g., Salesforce), a plus.
  • Demonstrate the ability to advocate improvements as a Voice of the Customer ambassador.

Why Zipwhip?

  • Ranked the #6 best workplace in Washington in 2019 from Seattle Business magazine and The Puget Sound Business Journal.
  • Consistently ranked one of Washington’s fastest-growing companies by Deloitte.
  • Competitive salary and stock options.
  • Full benefits package including parental leave, 401k, flexible remote work, generous PTO.
  • Health benefits including paid maternity and paternity leave, medical, vision, disability and life insurance.
  • Free on-site weekly yoga and meditation classes hosted by ZUM fitness, and discounted memberships to Soul Fitness and CorePower Yoga.
  • A brand new office on Elliott Bay with easy beachfront park access.
  • Stipend for transportation and cell phone usage.
  • A culture of transparency and open communication, including a catered weekly lunch meeting hosted by our CEO.
  • Values-based leadership and a commitment to building diversity and inclusion.

Regular and predictable attendance is an essential function of the job. 

We are an equal opportunity employer and we value diversity of all kinds. We prohibit discrimination against any applicant or employee based on any legally recognized basis. This includes, but isn’t limited to, race, color, national origin or ancestry, citizenship status, creed, religion, gender identity or expression, sexual orientation, pregnancy, marital status, age, veteran status, disability or any other status protected by federal, state or local law.

 We are an E-verify participating employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen


We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.


Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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