Community Support Representative

| Greater Boulder Area
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 Description

COMMUNITY SUPPORT REPRESENTATIVE

Based in Boulder, Colorado, Scaled Agile’s (www.scaledagile.com)  mission is to help large enterprises achieve better outcomes, increase employee engagement, and improve business economics through adoption of Lean-Agile principles and practices based on the Scaled Agile Framework® (SAFe®). 

Scaled Agile supports thousands of practitioners of the Framework through training, certification, consulting services, and a global partner network that reaches over 35 countries and 350 cities. As a member of the Pledge 1% corporate philanthropy movement, Scaled Agile contributes to the local community and seeks to inspire and encourage other companies to do the same.  

Overview of the position  

As a member of our fun and collaborative customer support team (we are not a call center) you will play a direct role in helping our global customers and student members achieve their personal goals of SAFe certification.  The Community team provides world class support to both internal and external customers and you will play an integral part in our ongoing success.

What you’ll be doing: 

As a member of the Community team, you will be responsible for providing the highest level of customer service and support to our community members by:

  • Responding to customer inquiries in a timely and courteous manner via phone and ticketing system
  • Training members on Scaled Agile’s Community Platform
  • Scheduling exams, surveys, certification results, and related student follow up
  • Coordinating and disseminating licensed courseware purchases
  • Improving and documenting the Scaled Agile Community operations processes
  • Support all Scaled Agile training classes
  • Working with the Scaled Agile Partner Development and Sales team to manage and distribute leads
  • Fulfilling contracts when new courseware is released
  • Maintaining the LMS (Learning Management System) with exam updates, courseware and video learning
  • Completing Other Scaled Agile projects as driven by the needs of the business

Skills and Experience needed in order to be successful in this role:

  • 2 to 3 years of experience in customer support, preferably in Association or Membership Management Organizations
  • Understanding of CRM/ticketing system
  • Comfortable using independent judgment to resolve member issues 
  • Strong computer skills, must be a Mac user
  • Knowledge of Excel
  • Knowledge of Salesforce a plus
  • Must thrive in a high volume environment to meet 24-hour response time


Location: This position is located in our corporate headquarters and training center in Boulder, CO.  Why Scaled Agile?

We are a growing organization with a proven revenue model and a serious opportunity to be the global market leader in software and systems development knowledgeware.

This is a place for people who love technology environments, geek out on methodologies and are always thinking about how things can be improved. While we have free snacks and a nice office environment, Foosball and a kegerator are not what we’re about.

We are a group of seasoned professionals and systems thinkers who are passionate about our mission of helping the biggest organizations in the world improve the way they produce software and creating real value. We're profitable, we're agile.

If you are looking for an opportunity to contribute to the direction and success of a vibrant business we'd love to hear from you. Please provide a resume and a few thoughts on why you think you’d be a great fit. (We still read cover letters)

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • ScalaLanguages
    • Salesforce LightningLanguages
    • Salesforce ApexLanguages
    • Amazon RDSDatabases
    • Google AnalyticsAnalytics
    • usertesting.comAnalytics
    • InVisionDesign
    • SketchDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in Northeast Boulder, situated on the hill above Valmont Bike Park, offering a wonderful view of the Mountains. Most of our employees continue to work remotely while at the same time we enjoy the ability to gather for planning and lunch is served on Wednesdays.

An Insider's view of Scaled Agile, Inc.

How would you describe the company’s work-life balance?

There are many things that excite me about working at Scale Agile. High on the list is the fact that everyone in the organization truly embraces a work-life balance. We are humans first, and that is respected every day.

Eric

Director, Global Events

What projects are you most excited about?

Working at Scaled Agile gives the opportunity to impact global change. Creating solutions that increase the joy of working within the world’s most impactful organizations fills me with deep purpose every day.

Rebecca

Framework Team

What does career growth look like on your team?

At Scaled Agile I started with basic copyediting and QA testing, progressed to content development, and now have been a scrum master for over two years. I was allowed and actually encouraged to reach outside my lane, and I continue to explore my interests: even if that means I contribute to a different team or domain.

Emma

Scrum Master

What's the biggest problem your team is solving?

One of our biggest challenges is supporting international expansion and growth. In two short years, we’ve transformed from having English-only materials to providing courses and learning materials in seven different languages. We have more work to do but I’m thrilled that our customers are learning and practicing SAFe® in their own language.

Yuka

Director of Globalization Services

What are Scaled Agile, Inc. Perks + Benefits

Scaled Agile, Inc. Benefits Overview

We strive to provide employees and their loved ones with an excellent benefits experience, focused on supporting their physical, emotional, financial, social, and environmental wellbeing. Benefit programs are thoughtfully designed to enhance health and wellbeing, and generous enough to make it easy to find the balance between work and home life.

Culture
Volunteer in local community
Scaled Agile is part of the Pledge 1% Colorado foundation. Since Scaled Agile's first pledge, the company has donated over $500,000 and our employees have volunteered over 3600 hours in our community
Partners with nonprofits
Scaled Agile is part of the Pledge 1% Colorado foundation. The foundation was created around the idea that any business, from startups to enterprise companies, can be a force for good.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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