Articulate - Empowering Rapid E-Learning
   

Wanted: Software Technical Support Engineer (100% telecommuting)

Articulate is the #1 privately-held elearning software company in the world, the 15th fastest growing technology company in North America, and, arguably, the #1 coolest to work for. We're looking for a Customer Support Engineer to join our award-winning support team, where you can make a difference and help change the way people around the world are learning.

The ideal Customer Support Engineer candidate will be smart, technology- and Web-savvy, a fast learner, meticulous, able to work independently, and committed to thorough project completion. This is a full-time, salaried position that requires U.S. hours (time zone flexible), Monday through Friday. As a member of our global 24x7 support team, your primary responsibility will be supporting our suite of desktop elearning software and server-based products, with the chance to contribute to other projects, as needed. This is a unique opportunity to join an industry-leading team that develops and supports powerful, award-winning software.

The Job:

  • Provide 1st-class Web, email, and occasional phone tech support for thousands of worldwide customers
  • Own & manage 30-50+ cases per day
  • Provide internal escalation support for Tier 1 (first-line) support team
  • Document support cases and resolutions, suggesting & writing knowledge base and/or internal solution articles as needed
  • Test for product bugs & log issues for development team
  • Collaborate & openly communicate with other support engineers & quality assurance team
  • Contribute regularly to our community forums
  • Deliver ongoing feedback to development team, based on customer input & your own product usage
  • Log customer data and all communications accurately and thoroughly in internal CRM application
  • Support sales team efforts (recognize new leads and up-sell opportunities)

The Qualifications:

  • B.A. or B.S. degree
  • 3+ years technical support experience with a software company and/or customer-facing role
  • Strong knowledge of Windows OSes, desktop software, Web technologies
  • Experience with at least some of the following: HTML, XML, FTP, Flash, JavaScript
  • Undying passion for technology & helping others
  • Excellent communication skills (verbal & written)
  • Ability to type quickly and accurately
  • Very high quality standards
  • Excel in high-pressure, quick-paced environment
  • Learn quickly & enjoy troubleshooting software issues
  • Must be able to work on own (from home) with little supervision
  • Energetic and enthusiastic
  • Willingness to go the extra mile & put in long hours, when needed
  • Love of learning & helping others learn

The Bonus Qualifications:

  • Experience with Articulate or similar software
  • Experience with salesforce.com or similar CRM
  • Elearning industry knowledge or experience
  • PowerPoint expertise
  • Learning Management System (LMS) knowledge or experience

The Benefits:

  • 100% telecommuting
  • Medical insurance
  • Stock options
  • Flexible hours
  • Monthly Internet and phone service
  • 2 weeks of vacation per year
  • Opportunity to be part of an awesome company that's shaping the future of elearning

How to Apply:

  • Learn about us & our products
  • Download our free trials, so you know what you're getting into & what you'll be supporting.
  • Browse our support site, blog, forums & read some threads (these are the types of topics you'll be supporting).
  • Read Guy Kawasaki's How to Get a Job on Craigslist. Follow his advice.
  • Read Commitment to the Customer: 7 Ways We Support Your Success to see that we take support seriously
  • Still interested? Good. Read on.
  • Email all of the following to us:
    • Cover letter & resume (include 3 references).
    • Why you're perfect for the job.
    • What you can bring to the company.
    • A short writing sample (e.g., a support email you've sent or a link to a forum post or blog entry you've written somewhere on the Web).
    • Your salary requirements.
   
Articulate Global, Inc. | 244 5th Avenue Suite 2960 | New York, NY 10001 | 1-800-861-4880