Support Specialist

| Greater Boulder Area
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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • RLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • AsanaManagement
    • WrikeManagement
    • HubSpotCRM
    • SalesforceCRM

Location

Gloo's campus is on the west end of Pearl in downtown Boulder. We are walking distance from great natural beauty and hip trendy eateries and cafes!

An Insider's view of Gloo

What projects are you most excited about?

It’s a great time to be at Gloo. I’m working with a high powered cross functional team to tackle challenging problems. Currently, we are focused on transforming our user experience from one of “functional capabilities” into one focused on the “value stack”. We want to unify our disparate UI and data constructs into a single cohesive experience.

Steve Kurtz

Director of UX

How has your career grown since starting at the company?

I started at Gloo as a project manager, but I’ve always been good with technology. I had been with Gloo for about a year, when I spoke with my manager and Scott [CEO] about my interest in product. They helped set me up for success, supporting me on my career journey. I’ve now been a Product Owner for the last three years and love what I do.

Jordan Fray

Product Owner

What are Gloo Perks + Benefits

Gloo Benefits Overview

• Compensation commensurate with experience
• A full suite of benefits including performance bonus and equity
• An incredible team of talented and passionate folks to hang out with

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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