Product Support Associate

Compensation

: $92,920.00 - $91,330.00 /year *

Employment Type

: Full-Time

Industry

: Information Technology



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Who We Are:

As the world's industry-standard wholesale platform for fashion, beauty and home, JOOR is making wholesale smoother and smarter for brands and retailers. The JOOR platform seamlessly creates a single, collaborative ecosystem for the entire wholesale process. Brands and retailers can easily manage their selling and buying, access the vital metrics that drive their business in real time, leverage trends as they see them develop, and work together to act on emerging opportunities. We believe how people and companies accomplish goals is just as important as reaching those goals. We're committed to building a diverse, inclusive team of uniquely talented people to drive the digital transformation of the industry we love.

JOOR is headquartered in New York City and has offices in London, Los Angeles, Madrid, Melbourne, Milan, Paris, Philadelphia and Tokyo.

Why JOOR:

* We welcomed an exciting new CEO and management team

* We are building software that is transforming an industry

* Our industry-leading technology won an American Business (Stevie) Award

* We are global and rapidly growing

* We are one of the most diverse and inclusive tech companies

What You'll Do:

* Respond to high volume of customer-submitted email requests, live chats and phone calls in a prompt manner

* Troubleshoot and guide customers through website and mobile app usage

* Stay up to date on new product features and improvements

* Create and update user guides, FAQs, How-To videos and Webinars

* Identify and communicate system issues to our QA and Development teams

* Meet customer satisfaction, efficiency metrics and issue resolution targets

* Recognize, document and report trends in customer communications and quality metrics

* Collaborate with team members across Customer Success, Product, and Engineering functions

What We're Looking For:

* 1+ years of SaaS customer service experience preferred

* Excellent critical thinking skills - you can identify the root cause of a problem

* Stellar organization skills - nothing slips by you or falls through the cracks

* Strong computer and troubleshooting skills

* Live chat experience a plus

* Service Cloud experience a plus

* Basic knowledge of JIRA, HTML, CSS, Excel and SQL a plus

* Customer-facing experience desired (retail, hospitality, online support, etc.)

What We Offer:

* Access to Market Weeks to see the product in action

* Collaborate with our teams in NY, LA, London, Madrid, Melbourne, Milan, Paris and Philadelphia

* Need a break? Flexible "My Time" policy - We want you at your best!

* Medical, Dental, Vision, Commuter and 401k plans

* Regular social events, including happy hours, lunch & learns, company off-sites, Meetups and speaker series

* Transparency into the state of our business via monthly all-hands meetings, showcasing the company's performance in relation to revenue and growth

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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