Deskhiker - Remote Jobs

Technical Support Analyst (Americas) in Remote

4 days ago
We are a group of talented engineers and airline industry veterans working together to build software solutions for today’s commercial aviation industry. We represent industry geeks of every kind: frequent flyers, coding fanatics, plane spotters and open source contributors. We are passionate and want to challenge the state of commercial aviation by looking at the problem from a different perspective. We believe intelligence and automation will yield better returns. We believe in lean thinking and, with continuous improvement, we focus on delivering value.

What We Do

We build commercial software solutions for airlines looking to challenge the status quo of enterprise applications. We ask probing questions about situations our clients face every day, internally within their organizations and externally in the competitive marketplace. We people, data and models. Using modern approaches to software development and the latest engineering technologies, we help airlines maximize their revenues, improve their workflow and achieve organizational efficiency.

What We're Looking for

You are a person who loves to engage with customers ensuring the highest quality of service. At the same time, you have the ability to investigate application issues, identifying root causes and suggesting solutions. You are at ease working closely both with development and engineering teams, and customer representatives of designated accounts to solve problems.

  • You demonstrate excellent communication and organizational skills;
  • You have outstanding analytical and problem-solving abilities;
  • You have a strong attention to detail, possessing the highest standards for work outputs;
  • You can multitask, prioritize and manage time efficiently;
  • You are able to build lasting interpersonal relationships with customer software users and Kambrian colleagues.
  • You have an interest in and understanding of software and database applications.

What You'll be Working on

In the Technical Support Analyst role, you will provide dedicated support to a group of Kambr’s software customers through assistance, problem-resolution and issue-tracking that adheres to our standards of service. You will:

  • Handle software-related requests for assistance;
  • Troubleshoot software issues and identify the root causes;
  • Analyze software-related issues and propose solutions;
  • Monitor processes associated with customer software;
  • Communicate with customers in a timely and respectful manner;
  • Test (verify) solutions prior to their implementation in customer environments;
  • Obtain and log customer feedback for the purpose of process improvement;
  • Document software support activities;
  • Review work log and customer feedback periodically – together with supervisor and other analysts and technicians – to identify and implement opportunities for improvement;
  • Assist with the implementation of software applications at new airline customers.

What We Want/Requirements

The suitable candidate will have the following:

  • Minimum of an undergraduate degree;
  • Relevant work experience following completion of educational degree is desirable;
  • Software application support analyst experience, preferably in airline revenue management;
  • An exceptional ability to perform research and analysis, and to formulate quantitative problem-solving methods;
  • Firm understanding of a software development cycle;
  • Excellent customer service skills;
  • Ability to work in a collaborative, team environment.

What We Offer

  • Competitive salary and benefits;
  • Culture where people come first;
  • Clear and structured career path designed for progression;
  • Fast growing and global team focused on challenging the status quo;
  • Team passionate about customer happiness, technology, aviation and quality of service;
  • Environment where all are expected to work hard, but love what we do, and have fun doing it.
Mid Level
Full Time

Customer Happiness Specialist in San Diego, San Francisco, London, Remote

13 days ago
Hello! My name is Pulkit, one of the co-founders of Chameleon, and the main author of this doc.

I wrote this because I work with customers each day; getting on calls, answering tickets, and soliciting product feedback.

Our product lets customers get creative; they can build whatever in-product experiences they like. This means Chameleon has to adapt, transform, change color 😏 , etc. to match our customers' applications. This, combined with our product being in a new category, means there is an incredible opportunity to help customers be more successful.

We have to help them learn what is possible, help them fit Chameleon into their existing stack, show them how to test and build with confidence, and teach them best practices.

Therefore we are looking for a Customer Happiness Specialist who loves helping customers leverage software; is design, UX, and psychology-savvy, and β™₯️ s product.

If not already, you will become skilled in product-led growth best practices, web technologies (JS, CSS), and the psychology of user engagement. You will get a chance to work with product teams from great SaaS companies (such as Mixpanel, Segment, Degreed, Vanta, etc.) and be part of their success, along with our own.

The role

Why we want to hire this role nowWe succeed when our customers succeed. There are two parts to this:
  1. Outputs: they are able to use Chameleon in the way they want
  2. Outcomes: Chameleon helps them meet their business goals
To help customers with this we need a product-led approach combined with a human touch. Customers need and appreciate interacting with people that can empathize, understand, and provide intelligent workarounds or best practices, and also listen to feedback.

As our customer base continues to grow, our goal is to continue to help customers improve both their outputs and their outcomes, and consequently create more love for Chameleon.

You will be a key member of our customer-facing team and for many customers the voice of Chameleon. Internally within the team, your opinions and perspectives will represent our customers. Your inputs will be key in helping us shape our product strategy.

What you will do specifically
  • Engage customers experiencing difficulty in a friendly and comforting manner. Build trust and empathy with our customers by understanding and teaching them.
  • Act like a detective to investigate issues (often includes logging into our customers’ software and being able to recreate the issue consistently)
  • Feed our engineering team clearly documented bugs
  • Help us proactively improve the reliability and quality of our product by collecting, managing, and sharing feedback
  • Contribute to a customer-centric culture by championing customer needs
  • Helping test product features and shape upcoming roadmap

Skills and experience that will aid success in this role
  • 2+ years working in a technical support role
  • 1+ years working at a SaaS startup (<50 employees)
  • Good understanding of HTML and CSS, and familiarity with web technologies
  • Comfort and confidence with using the browser console and other debugging tools
  • Empathy with customers' goals, frustrations, and circumstances

Other requirements
  • You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
  • You are in an
    Americas timezone

    (i.e. based in πŸ‡¨πŸ‡¦ πŸ‡²πŸ‡½ πŸ‡§πŸ‡· πŸ‡¨πŸ‡± πŸ‡ΊπŸ‡Έ etc.)
  • This is your full-time job (no other part-time roles)
  • Fluency (written and verbal) in English

Why Chameleon?

Our product helps millions of users around the world. We are at the right moment for a product-led growth movement and are committed to building a winning product πŸ₯‡ Our team is distributed, remote-first, and really nice πŸ™ƒ

Learn more about our team, culture, and vision in our company page.

Key benefits for this role
πŸ’΅ Competitive salary and early-stage equity. Range = $40k-60k per annum (offer will be based on your experience and geography)
πŸš€ High quality standards, regular feedback, and opportunities to help you grow quickly
🌳 Flexible work hours and unlimited vacations
πŸ’» New Macbook and budget for home office equipment
πŸ“š Allowance for books and other personal learning resources
🧘 Allowance for mindfulness/meditation app subscription
πŸ’‘ Work with some of the best product people in the world as customers
Mid Level
Full Time
1 of 1