Support Specialist
Gloo, headquartered in beautiful Boulder Colorado, builds software for people and organizations dedicated to improving lives. We’re leveraging the same exponential tech that’s driving success in other industries and making it available through tools such as big data, custom assessments, an engagement app, and eventually an entire market network focused on growth. As one of Boulder’s most successful and innovative tech companies, Gloo needs more talented professionals who are driven to make a positive impact on humanity. Are you one of them?
As the newest member of our Support Team, you will be on the front lines ensuring a delightful and successful experience for customers, partners, and employees. Your challenge will be to promote the fast and efficient implementation of support services, providing the best solutions and an exceptional experience every single time. Not only will you be delighting our customers, you will also be supporting Gloo employees and partners. You will work with our product and engineering teams to identify and resolve technical issues and test new features before release. Providing a delightful and successful experience for our customers is key to their success—and ours!
How you’ll be spending your days:
- Developing comprehensive knowledge of existing customer service processes, workflows, and procedures and providing consistent feedback on improvements and increased efficiencies
- Supporting customer inquiries by managing ticket inflows using an industry-leading helpdesk management system, ensuring tickets are correctly routed and correspondence is prompt and thorough
- Assisting in producing and maintaining organizational documentation related to Support Services
- Implementing and iterating on customer service and helpdesk standards and best practices for workflows and processes
- Creating and maintaining organized customer-facing Help Center articles both independently and in collaboration with the team
What it takes to be successful in this role:
- A bachelor’s degree or equivalent professional experience
- At least 1 year of experience working in an inbound customer support role
- Experience working with web-, Android-, and iOS-based platforms
- A love of technology and passion for learning new software and hardware platforms
- A solid grasp of customer service practices—you believe in being an advocate for whoever needs help
- Ability to troubleshoot technical issues with clients using creative, delightful, and efficient strategies
- You are capable of organizing information into logical steps and sequences turning “tech-speak” into a digestible language
- You are adaptable – working across organizational teams, juggling competing demands, and improving the experience is natural for you
- Innate problem-solving skills and the awareness of when something is over your head—you’re not afraid to ask for help
- Exceptional communication, time management, and organization skills
Our team members enjoy:
- Compensation and bonus commensurate with experience
- Plenty of time off to keep you balanced
- Medical with HSA contribution
- A dynamic, talented team, dedicated to changing the world and building an incredible business
- Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails
- Company Happy Hour Fridays
- Fresh fruit, snacks, coffee and sodas