Customer Support Consultant at Performio (Remote)

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The Opportunity:

As a Customer Support Consultant, you will play a significant role in Performio providing world class support to our customers. With our tried and tested onboarding process, you will soon become familiar with the Performio product and company.

You will draw on previous support experience to monitor for new support requests in Zendesk, provide initial triage with 1st and 2nd level support, ensuring the customer is kept up to date and the request is completed within a timely manner.

You will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge as well as processes.

Answers to questions asked by customers that are not in the knowledge base will be reviewed and added to the knowledge base if appropriate. We’re looking for someone who thinks ahead, recognising opportunities to help customers help themselves.

You will help out with configuration changes and testing, furthering your knowledge and experience of Performio. You may also be expected to help out with managed service tasks and other support tasks from time to time.

About Performio:

We are a small, but mighty company offering incentive compensation management software (ICM) that regularly beats the legacy incumbents in our industry. How? Our people and our product.

Our people are highly-motivated and engaged professionals with a clear set of values and behaviors. We prove these values matter to us by living them each day. This makes Performio both a great place to work and a great company to do business with.

But a great team alone is not sufficient to win. We also have a great product that balances the flexibility that large companies need in a sales commission solution with the great user experience buyers have come to expect from modern software. We are the only company in our industry that can make this claim and the market has responded favorably. We have a global customer base across Australia, Asia, Europe, and the US in 25+ industries that includes many well-known companies like News Corp, Johnson & Johnson and Vodafone.

What you’ll be doing:

  • Monitoring and triaging new Support requests submitted by customers using our Zendesk Support Portal
  • Providing 1st and 2nd line support for Support requests
  • Investigate, reproduce and resolve Customer issues within the required Service Level Agreements
  • Maintain our evolving knowledge base
  • Clear and concise documentation of root causes and resolution
  • Assist with the implementation and testing of Change Requests and small projects
  • As your knowledge of the product grows, make recommendations for solutions based on client’s requests
  • Assist in educating our client's compensation administrators applying best practices

Requirements

What we’re looking for:

  • Passion for customer service with a communication style that can be adapted to suit the audience
  • A problem solver with a range of troubleshooting methodologies
  • Experience in the Sales Compensation industry
  • Familiar with basic database concepts and spreadsheets
  • 2+ years in a similar role
  • Positive Attitude - optimistic, cares deeply about company and customers
  • High Emotional IQ - shows empathy, listens when appropriate, creates healthy conversation dynamic
  • Resourceful - has a "I'll figure it out" attitude if something they need doesn't exist

Bonus:

  • Experience using Zendesk or other Support Portals
  • Experience implementing SAAS Applications
  • Intermediate knowledge of SQL programming language

Benefits

Why us?

We’re fast-growing, but still small enough for everyone to make a big impact (and have face time with the CEO). We genuinely care for our customers and we are passionate about solving our customers’ sales compensation challenges. Led by a strong set of company values, we play to win and are incentivized to succeed through our employee equity plan.

We’ve adapted well to the work from home lifestyle, and encourage flexible working arrangements. Some of our staff work full time from home, while others prefer working from one of our offices, or a combination of home and office.

Our values speak strongly to who we really are. They mean a lot to us, and we use them every day to make decisions, and of course to hire great people!

  • Play to win - we focus on results, have a bias to action and finish what we start
  • Paint a clear picture - we’re clear, concise and communicate appropriately
  • Be curious - we surface alternative solutions and consistently expand our knowledge
  • Work as one - we all pitch in but also hold each other to account
  • Do the right thing - we put what’s right for our customers over our own ego

What You Will Receive:

Performio offers competitive salaries and a generous benefits package. You will receive an annual salary that is between the middle and high end of the market depending on your experience. You will also receive the following company benefits:

  • Equity plan – all employees are also owners
  • Unlimited paid vacation & paid company holidays
  • Health, vision, and dental insurance
  • Company-sponsored 401(k) program, company contributes 3% of your salary annually regardless of what you put in
  • Laptop, mouse, keyboard, and monitor
  • WeWork membership
  • Free parking (at Irvine headquarters)

Don’t check every box in our job description? That’s ok! As the Harvard Business Review points out, research conducted by Hewlett Packard shows that men typically apply to jobs when they meet an average of 60% of the criteria, while women and those from marginalized groups tend to only apply when they feel they meet 100%. If you think you have what it takes, but don’t necessarily meet all of the requirements listed in the job description, please still reach out. We’d love to have a conversation to see if you could be a great fit!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • SqlLanguages
    • ConfluenceManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • ZoomInfoLead Gen

An Insider's view of Performio

What’s the vibe like in the office?

When a lot of companies talk about culture, they talk about foosball tables & kombucha. This is not the case at Performio. Our culture is one of commitment to excellence. The company is made up of a lot of people who strive to support each other in being great at what they do. Oh yeah, & we happen to also do fun things like boat rides & beach days!

Brad

Sales Manager

How does the company support your career growth?

The leadership team is very invested in the success of both the company and the employees and there are processes in place to ensure your growth with the company matches the growth expectations you have for yourself. I feel very lucky to be a part of such an encouraging, collaborative, and positive team.

Katie

Manager of Customer Success

What makes someone successful on your team?

First: Being curious. When joining the PS team, there is a lot to learn and you aren’t expected to learn everything there is to know in a specific period of time but asking questions (there really are no dumb questions) is the first step to success. Second: Asking for help. The entire team at Performio is made up of extremely bright individuals.

JJ

Manager of Professional Services

What are Performio Perks + Benefits

Performio Benefits Overview

Performio offers competitive salaries and a generous benefits package. You will receive an annual salary that is between the middle and high end of the market depending on your experience. You will also receive the following company benefits:
- Equity plan – all employees are also owners
- Unlimited paid vacation & paid company holidays
- Health, vision, and dental insurance
- Company-sponsored 401(k) program, company contributes 3% of your salary annually regardless of what you put in
- Laptop, mouse, keyboard, and monitor
- WeWork membership
- Free parking (at Irvine headquarters)

Culture
Partners with Nonprofits
Donated to: Girls Inc. of Orange County, Code Like a Girl, and humanitarian and refugee groups in Ukraine
Friends outside of work
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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