Formstack improves people’s lives with practical solutions to their everyday work.
We are looking for a Customer Support Specialist to help us accomplish this mission!
Formstack is a remote-first company with team members who live and work across the U.S., Canada, and the globe. We offer more than just a job; we provide a community where you can learn, grow, and thrive your way. Join a dynamic and diverse team that values relationships as much as results. Come build what matters with Formstack.
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.
What You Will Do:
We’re looking for a Salesforce-specific Support Specialist to help us on the front-lines. Support Specialists will contribute to team and company goals by providing human-centric and timely support to the Salesforce App product with a strong emphasis on growing the brand and providing an excellent support experience to our customers through our various channels.
As a team, we actively communicate customer needs within the organization to reduce friction points for customers. Support Specialists will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. This role will be essential in helping our company keep customer needs front and center.
How You Will Succeed:
Learn the ins and outs of our Salesforce App.
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 Tier 1 support tickets
What We Are Looking For:
3-5 years of Customer Support/Service background
Salesforce admin knowledge/experience (e.g. object structure, data types, permission sets)
Familiar with or have knowledge of JavaScript
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
Bonus Points:
Knowledge/experience in the following:
Zendesk
Hubspot
Webhooks
API
SSO
Experience building out a knowledge base
SaaS experience
Salary range: $55,000 – $65,000 + bonus up to 5% of base salary
This is a remote position
What Formstack Offers for Full Time Employees in the US and Canada(exclude Quebec):
Free health plans and company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.
Monthly Health & Wellness and Technology stipends
Half-day Fridays
Unlimited PTO for all employees.
401k & Roth w/ safe harbor match (the US and Canada)
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 and team gatherings