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Technical Support Engineer Jobs
Recruited by Carrier 1 year ago
Address , , Ma
Technical Support Specialist Jobs
Company | Grammarly |
Address | Georgia, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-24 |
Posted at | 10 months ago |
Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.
- Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals.
- Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams, among others.
- Respond to a wide range of technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
- Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
- Work closely with your quality assurance lead to meet ticket volume and quality requirements.
- By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
- By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.
- Within the first 30 days, you will get familiar with Grammarly’s product offerings, support tools, workflows, and all user interaction types.
- By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases.
- Has excellent written and spoken English.
- Demonstrates strong reading comprehension and attention to detail.
- Is comfortable with both Microsoft Windows and macOS environments. Knows how to diagnose issues and reproduce bugs.
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- Is a good communicator with strong critical thinking and problem-solving skills.
- Knowledge of console, HTML, Javascript, deployment/provisioning (This is not required but is a plus!)
- Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
- Has customer service experience and familiarity with tools like Zendesk, JIRA, etc.
- Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
- Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
- A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
- RRSP matching
- Learning and development opportunities
- Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
- Admission discounts
- Wellness stipends
- Home office stipends
- Caregiver and pet care stipends
- Twenty days of paid time off per year, eleven days of paid holidays per year, and unlimited sick days
- Paid parental leave
- Disability and life insurance options
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