Technical Support Specialist
This role can performed remotely anywhere within the United Kingdom.
This is role is a fixed-term position for 8 months (maternity cover).
Technical Support Specialists at FullStory are trusted product experts both for the company and for our customers. Whether it’s helping a customer tackle the nuance of search, troubleshooting an integration issue, or tracking down why their site isn’t capturing user sessions as expected, Technical Support Specialists are constantly working on challenging problems while helping our customers find value with FullStory. In this role, you’ll be reporting to the Global Senior Manager of Technical Support Specialists and will be serving on the front-line, ready and willing to assist our customers when they reach out.
As a member of the Customer Experience organization at FullStory, it’s never enough to only focus on a single ticket or play games to lower our response times. At FullStory, we know the best way to support our customers is to eliminate snags in the product experience the first time around and our Technical Support Specialists play a key role in advocating for product improvements on the customer’s behalf.
In a typical day, you might:
Support customers via tickets in Zendesk, helping them to recognise the full value of FullStory.
Advocate for improvements that matter to customers, leading to actual changes within the product and our internal processes.
Budget time outside of the support queue (we call this extra-queue-riccular work) to contribute to projects that meaningfully impact team and company-wide goals.
Here's what we're looking for:
Experience as a SaaS support professional troubleshooting technical issues for software bugs or APIs
Experience working in a queue prioritizing tickets based on customer need
Experience responding to support tickets using Zendesk.
Is located in the United Kingdom and can work a 9am-5pm GMT schedule
Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.
How we support you:
FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:
Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter.
Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians.
Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.
Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.
FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!
If you may require reasonable accommodations to participate in our job application or interview process, please contact firstname.lastname@example.org. Requests for accommodations will be treated confidentially.