Community Support Specialist

Community Support Specialist

In this exciting new role as a Community Support Specialist you will use your superb technical and problem solving skills to delight our community of over 10 million users. You will work across platforms on a range of mobile devices, tablets and web browsers to resolve support tickets. The Community Support Specialist will also ensure that questions are addressed in a timely manner while keeping up professional standards expected by the industry. You’re not only here to help fix technical issues, but also provide an incredible customer experience. Applicants must be extremely comfortable with the Internet, mobile devices, and multitasking. If you have an entrepreneurial spirit, love helping others, and an inquisitive and scientific mind you might just be the perfect Community Support Specialist.

Responsibilities:

  • Answer user inquiries through a ticketing system, trouble-shooting and resolving software or hardware issues
  • Ensure our product works optimally for our readers and writers, ensure that issues are resolved, and road blocks are eliminated
  • Confer with users and conduct computer diagnostics to resolve problems or to provide technical assistance and support
  • Sleuth out pesky bugs, identify causes, and share insights with the engineering team
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities using the ZenDesk Help Desk software

Requirements:

  • 1+ years experience in a similar role would be preferred.
  • Great empathy to really listen to our users, putting yourself in their shoes, and resolving their issues to a high level of satisfaction
  • A high achievement-orientation with a strong sense of ownership of issues or problems
  • Care and empathy for the customer with the ability to embrace the challenge of “the quick fix”, while diving deeper when necessary
  • Solid understanding of Software Development Life Cycles
  • Creative thinker who can resolve issues independently
  • Because the Wattpad community is global, speaking multiple languages fluently is considered an asset. (Ideally Spanish, Turkish, French, German, Romanian, Vietnamese, or Italian)


    Date Posted:
    Jun 5, 2014 3:16 PM PDT
    Company:
    Wattpad
    Website:
    http://wattpad.theresumator.com/apply/CAIOYy/Community-Support-Specialist.html?source=techvibes

    Company:
    Wattpad
    Website:
    http://www.wattpad.com
    Location:
    Toronto, Ontario, Canada

    Great stories bring people together! Wattpad is the world's largest community for discovering and sharing stories. It's a new form of entertainment connecting readers and writers through storytelling, and best of all, it's entirely free. With thousands of new stories added every day, an incredibly active community of readers, and the ability to read on your computer, phone, or tablet, Wattpad is the only place... more