Technical Support Representative

2 days ago

London, Greater London, United Kingdom Jotform Full time
About Jotform

Jotform is a San Francisco-based SaaS company with a strong presence in the online form building industry. With over 25 million users worldwide, we are a thriving and growing organization that has never needed outside funding. Our agile, independent, and fun approach to business has allowed us to maintain a unique team culture that values collaboration and innovation.

About the Role

This is an exciting opportunity to join our team as a Technical Support Representative in London. As a key member of our support team, you will play a crucial role in ensuring continuous operations for our users and customers. Your main responsibility will be to provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve issues while maximizing customer satisfaction.

Key Objectives
  • Provide accurate and timely support by documenting all issues and resolutions.
  • Maintain communications with customers during the problem resolution process.
  • Act as a Customer-facing subject matter expert.
  • Utilize our support ticketing system to respond to incoming support tickets related to technical questions, service incidents, and other issues.
Requirements
  • Solid HTML/CSS background is needed to help customers in building and designing forms.
  • Decent JS knowledge is optional, but it will certainly come in handy when providing workarounds.
  • You should be well-versed with CMSs, CRMs, site builders, etc. as our form builder integrates with lots of 3rd party platforms.
  • A strong technical knowledge in general and common sense are necessary.
  • Track record of supporting customers with a SaaS or IaaS product is preferred.
  • English fluency is required.
About You
  • Customer-facing skills combined with excellent verbal and written communication skills.
  • Ability to work with little to no supervision.
  • Open to criticism and a team player.
  • Adaptable, flexible, and commercially aware.
  • Excellent organizational skills with the ability to prioritize and manage.
Jotform Perks
  • Generous market-competitive total compensation package.
  • 100% company-paid medical, dental, vision insurance.
  • High-growth, fast-paced environment with collaborative and unique team culture.
  • Professional growth and career opportunities.

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