Who You Are:
The Customer Support Specialist, Tier 1, will be among the first line of support for our Forms customers. As a member of the Forms support team, you will be responsible for delivering exceptional customer support via email, video/phone call, and occasionally chat-based support.
What You Will Do:
In between offering support to our external customers, you will also be asked to provide support to our internal customers, the Formstack team via our Formstack Slack channels, team meetings, and asynchronous collaborative work. This position will be a hybrid in our Denver office with 3 days in and 2 remote.
As a member of the customer support team, you will actively communicate customer needs within Formstack to reduce friction points for customers. Support Specialists will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. This role will be essential in helping our company keep customer needs front and center. Experience with written documentation is a plus!
How You Will Succeed:
- Learn the ins and outs of our Formstack products and services
- Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support
- Work in a fast-paced environment and be able to meet and exceed our service standards in ticket volume, CSAT, and quality metrics
- Create written and/or video documentation, and assist in keeping these resources up-to-date
- Think of new and creative ways to solve customer issues, and share these ideas with the team
- Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert
What We Are Looking For:
- Work closely with the Formstack team to answer questions, provide feedback, and assist in finding use-case solutions
- 1-2 years of Customer Support experience in a moderately technical environment. Or, 3 years delivering high-touch, communication-heavy support in a non-technical environment
- Proactive, resourceful, and more importantly empathetic
- Able to work successfully with minimal oversight
- Ability to tackle complex issues
- Able to think outside the box and look for alternative solutions
- Good time-management skills
- Willing to learn, and handles change well
- While this role is primarily inside of US business hours, occasional schedule flexibility is required
Bonus Points:
- Knowledge/experience in the following:
- Online forms
- Basic programming (HTML, CSS, JavaScript)
- Experience contributing to the build out and maintenance of both internal and external knowledge bases
- SaaS experience
Top Skills
What We Do
Formstack is a secure workplace productivity platform built to produce ingenious solutions to the everyday work that slow organizations down. From eliminating paper forms to breaking digital silos, Formstack empowers anyone to quickly and easily build custom forms, create documents, and collect eSignatures—all without any specialized skills or coding.
Launched in 2006, Formstack is trusted by more than 25,000 organizations worldwide, including Cleveland Clinic, NHL, Netflix, Twitter, and Butler University, to digitize information, automate workflows and transform processes.
Since its founding, Formstack has focused on fostering a strong, remote-first company culture. The company was named to Inc.’s 2020 Best Workplaces, 2019 Indiana Breakout Tech Culture Awards Winner (Top-Rated Workplace), Indiana Chamber of Commerce’s 2019 Best Places to Work (for the fourth consecutive year), Built in Colorado's 2019 Best Places to Work in Colorado, and 2017 TechPoint Mira Awards Finalist (Company Culture of the Year).
The company has also experienced tremendous growth, recognized numerous years on the Inc. 5000 List and the Indianapolis Business Journal (IBJ) Fast 25, and Colorado Springs Chamber & EDC 2018 Industry Awards (New Business of the Year).
Learn more at https://www.formstack.com.
