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Formstack Customer Support Specialist in Fishers, Indiana

Formstack transforms the way you collect data and put it to work.

We are looking for a Customer Support Specialist to help us accomplish this mission!

Formstack is a 14-year-old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

Who You Are:

You are able to explain and help others understand the problem and solution. You?re an exceptional communicator who can gracefully break down, solve, and explain even the most complex problems. You are always curious to learn more - you might not know all of the answers, but you're eager to find them. You are well-versed in software and not fearful of new technology, a hard worker who gets things done, and you have the ability to switch gears quickly, and adjust your priorities and focuses appropriately. You?re versatile and are able to work well with others as well as successfully tackle challenges independently. You are agile and can easily iterate on existing tasks/projects when change is necessary. You are able to take on new projects with minimal supervision, and you?re able to take initiative when tasked with something you?re unfamiliar with.

What You Will Do:

  • Maintain your support funnel which primarily consists of escalations of complex and more technical cases.

  • Help the team, in general, to stay on top of the Support team?s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.

  • Serve as a cross-department liaison and effectively communicate, track, and manage issues that need to escalated to the Support Engineering, Product, or Development team.

  • Own the customer communication component of escalated tickets and ensure that customers are informed of any updates in a timely manner.

  • Provide intra-departmental assistance by jumping on escalated tickets or by joining technical post-sale calls/consultations.

  • As the product expert, you will own the Resolution Rate and CSAT KPIs.

  • Have a high-level knowledge of all the products under the Formstack suite and be able to answer tickets from each brand at a Tier 1 Level.

  • Become a subject matter expert in at least 2 Formstack products within 3 years in-role.

How You Will Succeed:

  • Learn the ins and outs of Formstack's solution suite and Advanced Integration platforms.

  • Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support.

  • Work in a fast-paced environment and able to meet or exceed our set Customer Inbound quotas.

  • Create written and/or video documentation and keep these up-to-date.

  • Think of new and creative ways to solve customer issues.

  • Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert.

  • Work closely with our Sales Teams to answer questions, provide feedback, and assist in finding use-case solutions.

  • Handle escalated support tickets

What We Are Looking For:

  • Must have the knowledge or experience in one or both of the following:

  • Salesforce (required)

  • Tech Setup (API, SSO, JSON, SMTP)

  • At least 1 year of Customer Support/Service background

  • Typing skill, 50wpm minimum

  • Proactive

  • Resourceful

  • Able to work successfully with minimal oversight

  • Ability to tackle complex issues

  • Able to think outside the box and look for alternative solutions

  • Good time-management skills

  • Willing to learn

  • Handles change well

  • Flexible, able to work weekends, holidays, late shift

  • Open to working multiple support channels, separately or simultaneously (email, phone, chat) -- experience in any of these channels is a plus!

  • Must be fluent in written and spoken English

Bonus Points:

  • Knowledge/experience in the following:

  • Zendesk

  • JIRA

  • CSS

  • HTML

  • Webhooks

  • Basic knowledge of programming languages

  • PHP, Java, Javascript a plus

  • Experience building out/maintaining a knowledge base

  • Technical writing skills

  • SaaS experience

What Formstack Offers:

  • Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for full-time employees.

  • Unlimited PTO for all employees.

  • Retirement accounts with company matching for US and Canadian full-time employees.

  • The most up-to-date technology, including company-issued Macs, the latest software and other tools needed to excel at your job

  • Company-paid conferences and extended learning opportunities

  • Yearly company gatherings

Want to learn more about who we are and what we value? CLICK HERE to hear from some current Formstackers about what matters most!

Formstack is proud and dedicated to provide Equal Employment Opportunities

Formstack maintains a policy that Equal Employment Opportunities be available to all persons without regard to race, gender, age, color, religion, national origin, ancestry, citizenship status, disability, sexual orientation, gender identity, genetic information, union affiliation, veteran status or any other characteristic protected by law. This means we do not discriminate in any aspect of employment based on any of these characteristics. This policy applies to all applicants and employees through all phases of employment, including but not limited to hiring, promotion, treatment during employment, demotion, and termination.

All data collected in our application process from resume collection to application questions is used for recruitment purposes only. We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.

Thank you for your interest in Formstack!