Totango Blog: Your Guide to Managing the Customer Journey

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We’re hiring: Technical Customer Support Representative

Have you ever kicked yourself because you did not take that job at that start-up that became the next big thing?  Well I think that opportunity is presenting itself again.

Come aboard to help our customers with their technical and product questions.  You will be the in-house expert who will know how to point customers in the right direction and offer solutions to make their experience with Totango seamless and efficient.

Your goal is to respond and resolve customer issues in an efficient and thorough manner.  You will pay close attention to detail and your technical knowledge and effective communication skills will leave customers satisfied.

If you are someone that can think on their feet, can be proactive in digging for solutions, and can carry the responsibility for achieving high customer satisfaction, you may have found your calling with Totango.

We work hard to make our customers successful and will expect you to help us continue delivering on that mission.

The culture here is exceptionally customer focused, so you will help our team do whatever it takes to ensure customer success and satisfaction.

Responsibilities

  1. Respond to customer support inquiries

  2. Escalate critical support issues from customers to the appropriate internal channel

  3. Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible

  4. Assist in communicating to customers about issues impacting their service

  5. Verify that the issues have been resolved prior to communicating to the customer

  6. Execute internal processes to streamline and scale Support work

Desired Skills and Experience

  1. Technical background, particularly with online software (SaaS) products and services

  2. Experience with ticketing systems like Zendesk

  3. Knowledge of basic JavaScript, HTTP API, Python, MySQL, and basic user Linux commands

  4. Prior experience with user testing/QA

  5. Experience with CRMs like Salesforce.com

  6. Great communication skills via email and phone

  7. Highly organized and detail oriented

  8. Passion for customer service and helping others

  9. Flexible and willing to cover non standard business hours as needed

We’d love to hear from you, but we need your help to make you stand out as we are overwhelmed with responses:

  1. Share a recent story you experienced in your work that relates to customer support. What did you learn from it?

  2. Share a recent story, of a challenging customer experience that you had to overcome.  How did the story end?

  3. What do you like about technical customer support, and why do you think you’ll be a good fit for this position at Totango?

And send your resume and responses to jobs@totango.com.

More details about us:

Totango (www.totango.com) is the leader in customer engagement monitoring and user insights for cloud apps.  We help SaaS vendors and online subscription services take a data-driven approach to improving trial conversion, reducing churn, increasing upsell, and driving customer success and product adoption.  We do this by monitoring customer behavior and usage in applications – and then guiding companies in taking the right actions with each customer to create an active, engaged user base.

Totango is used by over 100 companies including software leaders such as Zendesk, Zoho, Jive, Optimizely, OpenDNS, Clarizen, Keynote Systems, and HP.

Totango was founded in 2010.  The company is headquartered in Palo Alto and has R&D offices in Israel.  This is an opportunity to get in on the ground floor of an exciting and rapidly growing startup where you can make your mark and be noticed.  The technology is cutting-edge and combines big data analytics with powerful segmentation and predictive tools.

Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges.

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