As a Support team member at Issuu, you will be part of a small, global team responsible for finding solutions to issues for our awesome clients and customers. We’re looking for candidates who love to advocate for clients, and have a passion for resolving issues quickly, professionally, and thoroughly.
Our office is in downtown Palo Alto, CA.
Full time role, with a 3 month probationary period
Pay is hourly, competitive and commensurate with level of experience.
Issuu is the leading digital publishing platform delivering exceptional reading experiences of magazines, catalogs, and newspapers. Millions of people have uploaded their best publications to create beautiful digital editions. Each month we serve over 6 billion page views and 60 million users through our worldwide network. For more information, visit us at www.issuu.com.
Provide a first line of support for all inbound client inquiries via phone, email, social networks, and occasionally in-person.
Exercise excellent judgement about prioritizing client issues
Maintain a highly productive, accurate, and friendly response rate to incoming support tickets
Extremely web savvy, with a strong ability to research, respond, and follow up on customer tickets
Interest and ability to rewrite technical descriptions to understandable language
Monitor Issuu’s social media presence and respond to inquiries made via Facebook, and Twitter
Report on trends in client inquiries to help Issuu detect problems and respond quickly
Create and share weekly reports and monitor short and long-term trends
Keep client happiness at the highest level
Outstanding customer service skills and proven ability to solve complex client issues
Great writing skills: ability to explain complex problems clearly and concisely, with warmth, care and personality
Proactive learner with experience using web tools, including: Facebook, Twitter, Google docs, Sprout social, Zendesk, Microsoft office, Tumblr, Wordpress etc
Problem solver that can synthesize complex information, think creatively, and find the best solution
Ability to be calm, and courteous under sometimes hectic environments
Respond to all inquires with cross-cultural sensitivity, in a timely manner
Team player that enjoys sharing knowledge and supporting team members
Ability to work independently, staying focused and motivated under all conditions
Competitive compensation package
A sleek mac and a pretty sweet desk setup
You’ll be a part of Issuu, an amazing place with room for parents, vegetarians, geeks, weirdos and the occasional normal guy
Walking distance to the Cal-train and monthly passes for public transportation, or parking
Catered lunches, team events, and a huge opportunity to do something big