Technical Support Representative

ABOUT JOTFORM Jotform is a San Francisco-based SaaS company with more than 25 million users worldwide. We are thriving and growing, and we’ve never needed outside funding. That’s because we like keeping things agile, independent, and fun. Jotform believes everyone should be able to create their own online forms. Our 10,000 ready-made form templates, 100 integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises. We are looking for Technical Support representatives in Canada to support our rapidly growing customer base. These are full-time, fully remote opportunities with benefits. ABOUT THE ROLE This position is essential to ensure continuous operations for our users and customers. Your main role is to help customers via our very own support ticketing system. Other side tasks are mostly handled by tenured employees, but you'll be given a chance to contribute if you're eligible. As a Technical Support Representative, you're also expected to collaborate with our designers and developers. We have a handful of teams composed of talented individuals across the globe. Our unique team culture allows remote employees to work closely with each other, along with the in-house teams working in our offices. ​The key objectives of this role include, but are not limited to: Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions and resolve issues while maximizing customer satisfaction Utilize our ticketing system to respond to support tickets. Keep track of your own support tickets, and follow through to completion Provide accurate and timely support by documenting all issues and resolutions Maintain communications with customers during the resolution process Act as a customer-facing subject matter expert Collaborate with product, development and customer success team members to promptly triage and remedy user issues, analyze origin of the problem and track effect of resolution ​ What Do You Need to Be Successful? Solid HTML / CSS background is needed to help customers in building and designing forms. Decent JS knowledge is optional, but it will certainly come in handy when providing workarounds. You should be well-versed with CMSs, CRMs, site builders, etc. as our form builder integrates with lots of 3rd party platforms. A strong technical knowledge in general and common sense are necessary. You have to be witty and creative in finding workarounds. Track record of supporting customers with a SaaS or IaaS product is preferred English fluency is required ABOUT YOU Customer facing skills combined with excellent verbal and written communication skills Ability to work with little to no supervision Team player who is open to feedback Adaptable and flexible Excellent organizational skills with the ability to prioritize and manage multiple initiatives Perks & Benefits Base pay range: $65K to $90K CAD. Exact compensation may vary based on skills, experience, and location. High-growth, fast-paced environment with collaborative and unique team culture Company paid extended health insurance GRSP with 4% company match 10 vacation days per year, plus holidays and sick leave OUR PROCESS We thank all applicants in advance for their interest and taking the time to apply for this position at Jotform Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/