Customer Support – Technical

Continu is a Modern Learning Management platform used by some of the world’s most innovative companies. We believe that workplace learning should be beautiful, social, and deeply connected to the tools companies use. The challenge is that most workplace tools feel like they were built in the 90s, often outdated and clunky and leaving a lot to be desired. That’s why Continu exists – to power learning for the modern workplace. We started in 2012 and have quickly been gaining momentum around the world. Joining our team means that you’re driven, hungry to learn new things, and ready to work on exciting new challenges with a highly collaborative team.

About the Role

We are looking for a Technical Support Representative to provide excellent service and support to our growing user base. In this role, you will work directly with users across the Continu platform and across all teams within Continu to find solutions and answers to customer problems. You will also assist with the testing of new Continu features to help us ensure the best quality throughout our application’s user experience. The ideal candidate will be as passionate about Continu solutions as they are about providing an exceptional experience for every customer.

About You

• 1+ years of customer-facing technical support experience, preferable in SaaS and cloud-based in Fortune 1000, mid-tier, and/or start-up companies
• 3+ years of customer service experience in a high volume workspace
• Strong technical skills that allow for ease when guiding customers through technical processes
• Experience investigating and troubleshooting network, browser, and software problems
• Team player with the highest level of integrity
• A candidate who approaches all situations with an empathetic and patient mannerProactive nature who seeks out challenges and go above and beyond the call of duty
• Experience writing user guides and technical documentation
• Previous experience with technical support tools such as Jira and Zendesk preferred

As a Technical Support Representative at Continu, you will:

• Help customers troubleshoot issues across all aspects of the Continu platform through email and screen share calls while providing excellent customer service
• Take initiative to test, document, and solve problems with little supervision
• Track tickets and provide updates and answers within SLA timeframes
• Help develop the Continu Knowledge Base by writing and updating articles and FAQs answers
• Test new Continu features for completion and provide feedback to the engineering team

Perks and Benefits

In addition to our unique culture and talented team. You’ll have access to the following benefits.

Laptop

Get your best work done with a new Apple computer.

Health Benefits

We offer great health benefit options for all full-time team members.

Competitive Salary

Our Salary formula is based on your level of experience and location.

Stock Options

You’ll have access to Stock Options in a fast-growing company.

Remote Friendly

You’ll work where you feel most creative. We’re a fully remote team.

Flexible Leave

Flexible leave policy including additional days off for your birthday, work anniversary, and US Public Holidays.