Technical Support Coordinator

hace 3 semanas


San José, Costa Rica Andela - Third Party Job Board Only Postings A tiempo completo

**About Andela**:
Andela exists to connect brilliance and opportunity. Since 2014, we have been dedicated to breaking down global barriers and accelerating the future of work for both technologists and organizations around the world.

For technologists, Andela offers competitive long term career opportunities with leading organizations, access to a global community of professionals, and education opportunities with leading technology providers.

For companies, Andela provides access to a global network of fully integrated team members that unlock their business' innovation and growth potential.

We are excited to continue building our remote first team with incredible people like you

**About the role**

We're looking for a Community Support coordinator to join our expanding Talent Experience team. The Community Support team will be the first point of contact for our Talent in the Andela network. Our aim is to ensure that every Talent member can either find the answers to their questions through our Help Center or get timely and accurate information directly from the Talent Support team.

This role is a great opportunity to be an early contributor at a rapidly growing company, where your position will be at the forefront of problem-solving and improving the overall Andela experience for our Talent network members. You will drive continuous improvement across our support team to maintain our metrics, correctly tag tickets for identifiable themes and trends as reported by Talent and Enterprise staff, escalate and triage issues from the support queue, and document new support processes.

**Responsibilities**:

- Respond to Talents' requests in a timely and professional manner on all channels or escalate tickets to other departments where relevant.
- Meet or exceed metrics for success including (but not limited to) first response time, full time to resolution, and quality expectations for Talent support requests
- Monitor multiple Slack channels for any inquiries or feedback from Talent about our product/processes and either direct them to our self-service solutions or forward their requests to Zendesk.
- Document frequently asked questions for our macro library and prepare knowledge-based content for our team's reference.
- Escalate possible pain points or complex issues and work collaboratively with colleagues in other departments to get the best outcome and improve the experience for the talent.
- Review data on our community support and take action to ensure we are best supporting our talent when they are looking for support.

**Who are we looking for?**
- Comfortable taking initiative without prompting - if you notice trends or problems that could be impacting our talent's experience, you dive in to understand how we can improve and work with other team's to improve
- A natural problem solver with a bend for data
- you love to get to the bottom of the root cause of a problem and follow it through to the end while using data to drive your decision making
- Strong multi-tasking skills - you will enjoy shifting gears from answering our Talent network's questions, to creating Zendesk automations and macros, reviewing and understanding our support data or working with colleagues on cross-functional projects
- A team player who is willing jump in to help colleagues when they need help
- Willingness to embrace new tech tools You'll respond to our Talents through Zendesk and Slack, collaborate with our Product and Engineering team via Jira, and stay organized in Asana.
- A clear, concise communicator - why write 3 paragraphs when you can get the same information across more clearly in 3 sentences?

**You should have**:

- Superb customer service skills
- Fluency in English
- Be an excellent written communicator
- 2-3 years of relevant professional experience - this is not required to be in a support role but you should be able to demonstrate the transferable skills that would make you a good fit
- Excellent admin and organizational skills
- A professional, friendly disposition, and the ability to deliver a high standard even under pressure
- The ability to work independently and use your own judgment

**It would be great if you had**:

- Experience using Zendesk, Jira, and/or Salesforce, or similar ticketing software
- Experience using Slack
- Experience working with a technical audience
- Experience writing process documentation for a team
- Project management experience and comfort with a PM tool such as Asana
- Proficiency in analyzing data and using insights to make decisions

**(All CVs to be submitted in English)**

**Benefits**:

- Fully Remote work culture - we hire globally and all of our roles are fully remote
- Bring your own device stipend - buy your own laptop with funds from Andela
- Quarterly work from home stipends
- Flexible working hours
- Equity (as a part of compensation package)
- Healthcare, 401k / pension (US only)
- Andela Affinity Groups
- Growth & development paths
- Generous Paid Time


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