Support Associate

• As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers are continually finding value in our product/s by helping answer their questions and troubleshooting any issues that arise
• Your contributions will have a direct impact on how our customers use the Middesk product
• As a support associate, you’ll form a critical piece of our support experience and have the opportunity to help us in continually developing a product that our customers love by supporting our customers daily, listening to their feedback and being a voice for our customers internally
• For this role, there is an expectation of being onsite in our SF or NYC office five days per week, working PST hours (11am EST – 7pm EST). That said, we offer some flexibility — while maintaining alignment with PST, team members are not required to stay in the office past 5pm EST
• Become an expert in our products and demonstrate that by being a go to resource for our customers and your colleagues
• Handle customer questions from start to finish autonomously
• Leverage email, video conferencing and phone calls to help our customers optimize their use of Middesk products including onboarding calls and ongoing support
• Contribute to documentation, internally about our products and externally for our customers
• Work cross-functionally with EPD and GTM teams to implement new products, improve existing processes, and create multi-team procedures

Benefits

• Healthcare: We take care of you premiums for medical, dental, and vision.
• Unlimited PTO: We have an unlimited PTO policy and encourage you actually to use it.
• Ownership: We offer a stake in the company to every full-time employee through stock options.
• 401(k): We make it easy to save money for retirement.
• Parental leave: We offer three months of paid parental leave to any parent.
• Hybrid work: We have offices in San Francisco and New York and also offer the ability to work remotely.
• Catered lunches: We offer catered lunches on days that you’re in the San Francisco or New York office.

• We’re looking for an individual that is excited to work with our customers and deliver best in class support by being willing to do what it takes to exceed customer expectations
• Flexibility with changing job duties and responsibilities
• Proactive communication skills and ability to manage up across multiple time zones
• Time management and prioritization skills
• Bachelor’s Degree or equivalent work experience
• Excellent research, critical thinking, and customer service skills
• Process and solution orientation with a high attention to detail and comfort with making decisions with available resources