Randstad User Success Specialist - Periscope in San Francisco, California
User Success Specialist - Periscope
San Francisco, CA
Wednesday, October 5, 2016
The Periscope User Success team is responsible for supporting and interacting with our community. As a User Success Specialist, your primary tasks will include managing complex troubleshooting and safety email support queues and assisting with support. This role will require responding to inquiries in a timely, effective and informative manner. You will also gather findings and feedback from the community and work cross-functionally to resolve issues and help prioritize product improvements.
Our community is at the heart of everything we do and this role is essential to ensure we hear our users and address their concerns.
Respond to our community s email and support inquiries in a thoughtful and timely manner
Triage incoming support inquiries to improve team efficiency
Surface issues and feedback to help the team prioritize product improvements and changes
Identify, reproduce, and document high-impact bugs
Review and escalate Safety related inquiries
Follow and create documentation for technical and safety related workflows
Actively contribute to defining and setting team goals and priorities
Hours will be Mon-Wed 1pm-9pm and Sat-Sun 9am-6pm.
You care deeply about each individual in the Periscope community and are excited about advocating for the growth and success of the platform
You have prior experience working on a fast-paced support team for a mobile application
You excel in environments which require sound judgment and you are comfortable applying policies to a broad range of situations
You are skilled at succinctly and clearly explaining technical concepts to those who may not be as technically savvy
You can communicate with users in a friendly, professional, and intelligent manner.
You thrive in collaborative team settings. You have excellent communication skills and a positive attitude
Familiarity with JIRA, Desk.com or similar CRM platforms preferred
Education - College degree or equivalent professional experience preferred