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29 Sep 2020

Full-Time Technical Support Agent, Applications

Recurly – Posted by RecurlyTalentTeam Anywhere

Job Description

ecurly is growing! Join us to make subscriptions a competitive advantage for businesses worldwide. Do you have excellent communication skills? Do you enjoy solving problems and contributing to a team? Do you want the flexibility to work from home while still contributing to the whole of the company? Then we would love to hear from you! Recurly is looking for an experienced Technical Support Agent to join our Applications team! At Recurly, we are all about our customers! We are passionate about providing fast, efficient, and friendly service. The Application team is an integral part of our business, and we want to grow our organization with dedicated individuals.

As part of an advanced and collaborative technical support team the Agent will manage incoming tickets, phone calls, and chats. This contributor role will support the business by answering customer questions relating to our application and any aspects relating to troubleshooting issues. This role will provide support as necessary to both the customer and to Internal Recurly teams. The ideal candidate will have the ability to work evenings and weekends.

If you don’t match the role 100% we would still like to hear from you!

Responsibilities:
Exceed customer satisfaction, efficiency metrics, and issue resolution targets
Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
A desire to continuously learn and ramp-up on new Recurly applications
Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
Escalate customer inquiries to Product Engineering teams as needed
Communicate up and down with the Technical Support and Application departments for trends and issues
Proactively surface new ideas to improve support processes
Learn and specialize in a segmented area of the Recurly product; know all the details of that product area and manage projects around that area
Support Recurly team members by being readily available through the Slack collaboration app
Requirements:
Ability to work days, evenings, and weekends
Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
Previous technical support experience
Exposure to creating/using Splunk queries is a definite asset
Excellent communication and relationship-building skills; must be open to input from other team members and departments
Passion for helping others
Successful track record working in a high-volume environment
Regular and reliable attendance
Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
A desire to learn new job-related skills quickly
Passion for being the go-to in customer service
Ability to own one’s work and take pride in results
Self-motivated and driven personality; able to work remotely
About Recurly
Recurly, Inc. provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, BarkBox, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 42 countries.

Offices located in San Francisco, California, Boulder, Colorado, and New Orleans, Louisiana

How to Apply

Email your application to: mgrady@recurly.com Or apply via our Career's Page: https://recurly.com/jobs/

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 23 days.

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