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Technical Support / Customer Service
Ref No.: 19-01947
Location: San Francisco, California
eXcell has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.
 
The Support Team is available 24/5 supporting users around the world via email communications. Support includes handling passwords, email verification, billing, legal, spam and abuse, account lockouts, fraud, and helping customers choose plans. This role requires a logical brain and an intuition for solving problems.

The most important characteristic as a member of the support team is that you love helping customers. Your job will be to help – to treat users the way you would want someone to treat your friends.

Expectations for this role:
  • Learn the full scope of what the team does through onboarding and training
  • Craft accurate, personable responses to high volume tickets in an efficient manner
  • Jump in along with the rest of the Accounts team to sign up for weekend shifts 
Responsibilities:
 
Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. We measure our success in swiftness, accuracy, and clarity.
 
Required Qualifications:
  • 1-2 years of Technical Support
  • EXCELLENT writing and communication skills
  • Stellar English and grammar skills
  • A unique writing style and voice
  • Excellent problem-solving skills – you might not know all of the answers, but you know how to find and communicate the solution
  • A strong sense of empathy and the ability to advocate for others
  • Prior customer support experience
  • Technical experience  such as QA, documentation, elaborate board games, etc.
Preferred Qualifications:
  • Experience working with a remote team
  • Previous work with GitHub and/or developers a plus
  • Knowledge of banking or online payment systems
  • Experience supporting web apps
  • Experience with Zendesk a plus
 

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.