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Work directly with founders Joe & Mark to develop and deliver five-star customer service to the heroes who depend on our Logic product.
Saleae is seeking to reinvent electrical engineering test equipment, and we need four rock solid competencies to do it. One of these four is Insanely Great Service.
Insanely Great Service means very low latency response, crystal clear and accurate technical answers, pain-minimized problem resolutions, and genuine warmth and positivity. It also means relentless continuous improvement of the service platform though lean-startup-style experimentation, instrumentation & analytics, and high-cadence A/B testing of improvements.
The role you are applying for has two components, each expected to take about 50% of your time: (1) deliver Insanely Great Service directly to customers via phone, web-chat, email, Twitter, Facebook, etc., and (2) run a sprint driven process of continuous improvement involving instrumentation & analytics, maintaining a prioritized backlog of testable improvement ideas, and building out and A/B testing the most promising ideas.
Responsibilities
- Hands-on delivery of Insanely Great Service (~3-4 hours/day)
- Quickly respond to incoming customer communications via phone, website chat, email, Twitter, Facebook, and the community forum.
- Provide extremely clear, technically accurate, and appropriate answers to customer questions.
- Provide straightforward and pain free solutions to all customer problems with Saleae products.
- Ensure customers receive warm, empathetic, and positive communications consistently.
- Drive continuous improvement in the support platform (remaining time)
- Instrument and monitor key support metrics
- Use analytics to continuously improve our understanding of the customer support funnel
- Maintain a prioritized backlog of testable improvement ideas
- Each sprint, run a complete continuous improvement loop:
- Implement new/improved functionality or content
- Deploy changes as A/B tests
- Analyze results and generate new ideas, insights, questions, and/or tests.
- Develop and maintain any necessary standards, service-level commitments, controls, and/or procedures related to customer service/solutions.
- Advocate for the customer within the organization; fight for improvements in product and marketing based on your evolving insight into the customer.
Qualifications
- Very high interpersonal skills; highly empathetic, warm, and positive.
- Extreme clarity of communication, written and verbal.
- Broad electrical engineering and embedded system knowledge & experience, including:
- Firmware & embedded system development
- Analog electronics fundamentals
- Board-level design & debug
- Passion for engineering as evidenced by past and/or current side projects.
- Passion for service excellence, including self-service.
- Ideal: Compelling technical writer
- Ideal: Intuition and experience around user experience (UX) design, in particular software/web – UX wireframes; sketches.
- Ideal: Practical front-end web development (html/css/js) ability and recent experience.
Quick Experience Survey
Please fill out this multiple-choice experience survey before submitting your application.
Apply Here
The post Deliver Insanely Great Service with Saleae. Join the Team! appeared first on Saleae 2016 Web Edition.
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