User Care Specialist II

About Anaconda

Be at the center of AI

With more than 45 million users, Anaconda is the most popular operating system for AI providing access to the foundational open-source Python packages used in modern AI, data science, and machine learning through a seamless platform. We pioneered the use of Python for data science, championed its vibrant community, and continue to steward open-source projects that make tomorrow’s innovations possible. Our enterprise-grade solutions enable corporate, research, and academic institutions around the world to harness the power of open source for competitive advantage, groundbreaking research, and a better world. To learn more visit https://www.anaconda.com.

Here is why people love most about working here: We’re not just a company, we’re part of a movement. Our dedicated employees and user community are democratizing data science and creating and promoting open-source technologies for a better world, and our commercial offerings make it possible for enterprise users to leverage the most innovative output from open source in a secure, governed way.

Summary

Anaconda is seeking a talented User Care Specialist II to join our rapidly growing company. This is an excellent opportunity for you to leverage your experience and skills and apply it to the world of data science, artificial intelligence, and machine learning.  As a User Care Specialist you will focus on ensuring a positive  experience for users or customers of Anaconda products and services.

What You’ll Do

• Respond to tickets from a variety of customers who are using and/or inquiring about different Anaconda Products–our anaconda.cloud SaaS offerings, AI, Pyscript, PyExcel, PythonAnywhere, Edublocks, and others. 
• Provide exceptional customer service:
• Show genuine concern and empathy for our customers and the issues that they are experiencing.
• Be meticulous about fully reading the ticket and clearly understanding the issue that the customer is facing before responding
• Be open to asking questions when you are unsure of an answer.
• Document all interactions with customers through the ticket form, responding to them in a timely fashion and following through to resolution.
• Communicate professionally to customers in a written format and establish templates for issues seen repeatedly, in order to easily scale as ticket count increases.
• Be able to work together with other members of the Support Team to collectively answer customers’ questions when needed.
• Coordinate with various internal teams, in reference to customer needs, in order to resolve customers’ issues.
• Update documentation for common processes and procedures as assigned by User Care Specialist III or above.
• Contribute to the training of and serve as mentor to new User Care Specialists.

HOURS REQUIRED FOR THIS POSITION:
11am – 8pm or 12pm – 9pm ET
10am – 7pm or 11am – 8pm CT
9am – 6pm or 10am – 7pm MT
8am – 5pm or 9am – 6pm PT

What You Need:

• Prior experience in a ticketing support role (e.g., help desk, technical support, customer service).
• Strong written and verbal communication skills.
• Self-directed, a quick study, and an enthusiastic team player.
• Sensitivity for the cultural differences of members of your own team, Anaconda, and our customers–and care deeply about fostering an environment where people of all backgrounds and experiences can flourish 
• Strong organizational skills with the ability to manage time and resources effectively.
• Experience with ticketing system software such as ZenDesk, Stripe and Jira; and communication and documentation software such as Slack, Google Suite, and Confluence. 
• Skill at identifying common ticket themes.
• Knowledge of general technical concepts such as: what is cloud computing, SaaS, data science, open source, generative AI.
• Strong or developing emotional Intelligence
• Team attitude: “I am not done until WE are done”
• Embody our core values:
  • Great People
  • Great Product
  • Great Performance
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish 

What Will Make You Stand Out:

• Experience working in a startup or agile company, where processes and goals can change quickly (adaptability to change).
• Experience responding to tickets of a technical nature in addition to non-technical tickets.
• Knowledge of open-source software, Linux, python, and/or conda
• Experience working in an open-source, AI, or data science-oriented company

Why You’ll Like Working Here:

• Unique opportunity to translate strong open-source adoption and user enthusiasm into commercial product growth
• Dynamic company that rewards high-performers
• On the cutting edge of enterprise application of data science, machine learning, and AI
• Collaborative team environment that values multiple perspectives and clear thinking
• Employees-first culture
• Flexible working hours
• Medical*, Dental*, Vision*, HSA*, Life* and 401K*
• Paid parental leave – both parents
• Monthly productivity stipend 
• Open vacation policy* 
• Quarterly Snake days (company-wide bonus day off)
• 100% remote