(Remote Work) Technical Support Specialist – Zapier

Job Overview

  • Job Title Technical Support Specialist
  • Hiring Organization Zapier
  • Company Website https://zapier.com/
  • Remote Locations APAC
  • Job Type  Remote, Full-Time

Normally we hire candidates for our Technical Support Specialists to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that will include Saturday and/or Sunday. If you’re excited about this role but you’d prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

We’re looking for a new team member who is based in the APAC region who can work in the GMT+11 time zone.

Hi there!

We’re on a mission to democratize automation and we’re growing our team of Technical Support Specialists across our Support Team. We’re looking for someone technical and customer focussed who loves working in Support to join our team to help customers solve tricky technical problems and use automation to its fullest.

If the idea of helping people free up time by optimizing their workflows appeals to you, then read on…

Job Responsibilities

  • Zapier is a fast-growing, and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do:
  • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
  • Help customers across both Paid Support and Premier Support Teams. We’re looking for flexible team members who are able to help where our customers need us most.
  • Meet and exceed individual performance metric expectations for a Technical Support Specialist (Replies per day, average handle time, Quality and chat escalation rate).
  • Help your teammates by answering questions in Slack when someone is stuck.
  • Sharing knowledge through lightning talks and Slack updates to help your team members learn new things.
  • Contribute to strategic projects such as helping to hone our virtual assistant content, analyzing data and making recommendations about areas of the product we need to fix for our customers, and advocating for bug fixes with our Integration Quality Team.
  • Write documentation to help customers help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)

Job Requirements

  • You’re highly skilled in technical customer support. We’re looking for at least 2 years experience in customer support in the SaaS industry. Even better if you have previous experience troubleshooting APIs.
  • You love working tickets. Maybe you’re a Support Vet or you’re newer to the field, either way you love your craft.
  • You’re highly productive and you bring your A game to the queue every day. Helping customers gets you excited and you’re passionate about finding ways to improve your skills and how we operate to drive productivity.
  • You love solving problems. Every customer is different and you relish being able to meet their specific needs. You see each ticket as a puzzle to solve.
  • You’re always looking for ways to level up your knowledge and skills. You know you produce higher quality work by putting in the reps. You find ways to level up your Zapier skills and knowledge to empower you to excel in the queue.
  • You keep it simple. Support at Zapier is different than other software companies. It’s not the same questions over and over again, and often involves researching technical nuances of the apps we support. You recognise this complexity, but you don’t overcomplicate it.
  • You’re persistent. You love the opportunity to solve new problems every day for our customers. In cases where the customer runs into an issue you think we should resolve, you advocate for resolution with the appropriate Build Team. When you don’t know the answer to a question from a customer you don’t spin your wheels, you use your resources and ask for help which helps you learn!
  • You love doing things efficiently. At Zapier, the work you do has high impact on the business. We believe in systems and processes that let us scale our impact.
  • You’re empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support.
  • You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).
  • You’re highly accountable to outcomes. Whether it’s your own metrics, team wide metrics or a project or task, you’re focussed on driving positive outcomes.
  • You’re a champion of change. You understand the changing landscape of tech and the importance of responding to need. You take change in your stride, and you support your teammates through change too.
  • You set your own course. At Zapier, we have quick team meetings and one-on-one’s every week and then we go make things happen. You thrive in an environment where you have direction but can call the shots to do right by the customers and our team.

How To Apply

Click “Apply” below to fill in the application form!

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