Totango

Customer Support Managers

Customer Success - San Mateo, CA - Full Time

If you love technology, love customers and love helping them succeed – you’ll love working at Totango. Totango is looking for a Technical Support Ninja to assist their Customers in the use of Totango and ensure ongoing success for our rapidly growing list of customers.

As a Technical Support Ninja, you will be a key part of the Customer Success team, You will answer complex questions about a complex product, assist in diagnosing logic errors in filtering mechanisms. Bonus points if you read the job description, fully.  In your cover letter tell us about the most memorable vacation you took.  You will develop a deep understanding of Customer Engagement and the Totango platform you will be a key factor in the evolution of best practices around the Customer Success spectrum.

Responsibilities

  • Respond to customer support inquiries
  • Escalate critical support issues from customers to the appropriate internal channel
  • Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible
  • Assist in communicating to customers about issues impacting their service
  • Verify that the issues have been resolved prior to communicating to the customer
  • Execute internal processes to streamline and scale Support work

Big Plus if you one or two of the following, if you don't don't worry this is what you'll learn:

  • Technical background, particularly with online software (SaaS) products and services
  • Experience with ticketing systems like Zendesk
  • Coding experience in a programing language (Javascript).
  • Prior experience with user testing/QA
  • Experience with CRMs like Salesforce.com
  • Great communication skills via email and phone
  • Highly organized and detail oriented
  • Passion for customer service and helping others
  • Flexible and willing to cover non standard business hours as needed

We’d love to hear from you, but we need your help to make you stand out as we are overwhelmed with responses:

  • Share a recent story you experienced in your work that relates to customer support. What did you learn from it?
  • Share a recent story, of a challenging customer experience that you had to overcome.  How did the story end?  
  • What do you like about engaging with customers, and why do you think you’ll be a good fit for this position at Totango?

 

Apply: Customer Support Managers
* Required fields
First name*
Last name*
Email address*
Location *
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
LinkedInLinkedIn profile URL:
What languages do you speak fluently?
Desired salary
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*
Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Human Check*