ABOUT JOTFORM Jotform is an innovative SaaS company based in San Francisco, serving over 30 million users worldwide. We pride ourselves on our agile and fun culture, empowering everyone to create their own online forms. With more than 10,000 ready-made templates, over 100 integrations, and 380+ widgets, we cater to organizations of all sizes, from small businesses to large enterprises.
Launched in 2018, Jotform Enterprise streamlines workflows and data collection for multi-user organizations. We aim to eliminate the slowdowns caused by paperwork, ensuring seamless online data and payment collection.
We are currently seeking Technical Support Specialists to join our rapidly expanding team in San Francisco. These are full-time, in-office positions with comprehensive benefits.
ABOUT THE ROLE This role is vital for maintaining continuous operations for our customers. As a Technical Support Specialist, you will assist users through our dedicated support ticketing system. While your primary focus will be on responding to customer inquiries, tenured staff will manage more complex tasks, though you will have the chance to participate in various projects based on your qualifications. Collaboration with designers and developers is a key aspect of this role, allowing you to work alongside talented individuals worldwide.
The key responsibilities of this position include: - Providing first-line diagnostic and troubleshooting support, utilizing technical expertise to resolve customer inquiries and issues while maximizing satisfaction.
- Managing incoming support tickets related to technical questions and service incidents, ensuring comprehensive follow-through to resolution.
- Documenting all issues and resolutions accurately and promptly.
- Maintaining clear communication with customers throughout the problem resolution process.
- Serving as a customer-facing subject matter expert.
What You Need to Be Successful: - Strong foundational knowledge of HTML and CSS to assist customers in creating and designing forms.
- Basic knowledge of JavaScript is a plus, as it can aid in providing effective workarounds.
- Familiarity with CMSs, CRMs, site builders, and other systems, as our form builder integrates with numerous third-party platforms.
- A solid general technical knowledge and common sense, coupled with creativity in problem-solving.
- Previous experience supporting customers with a SaaS or IaaS product is preferred.
- Fluency in English is essential.
ABOUT YOU - Excellent customer service skills along with strong verbal and written communication abilities.
- Able to work independently with minimal supervision.
- Receptive to constructive feedback and a strong team player.
- Adaptable, flexible, and commercially aware.
- Exceptional organizational skills with the ability to prioritize tasks effectively.
COMPENSATION, PERKS & BENEFITS - Base pay range of $60K to $85K, with exact compensation reflecting skills and experience.
- Company-paid Commuter Benefits.
- Employer-sponsored medical, dental, vision, AD&D, and LTD insurance.
- 401(k) plan with 4% company match.
- Flexible Spending Account (FSA).
- 10 days of annual vacation, plus 12 company holidays, and office closure between Christmas and New Year.
- Professional development stipend available after one year of employment.
OUR PROCESS We will carefully review your application among all submissions and select top candidates for a screening call. Due to high application volumes, only shortlisted candidates may receive contact; however, each application is valued. Selected candidates will be invited to a screening call to further discuss qualifications. We appreciate your understanding if you do not get a call.
Thank you for your interest in the Technical Support Specialist role 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 legally protected characteristics.
Privacy is important to us. You can find more information about our applicant privacy notice on our website.
All applicants must be authorized to work legally in the United States, and we are unable to sponsor or take over sponsorship of an employment Visa at this time.