Note: The job is a remote job and is open to candidates in USA. Jellyfish is a company that enables leaders to effectively build AI-integrated engineering teams. They are seeking a Customer Support Specialist to troubleshoot customer issues, educate clients on features, and collaborate closely with various teams to ensure positive outcomes.
Responsibilities
- Manage a queue of incoming support-related requests and work with your team to prioritize tasks
- Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings
- Working with internal stakeholders to assess, prioritize, and mitigate issues, who might look like customer success managers, engineers, or fellow team members
- Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems
- Maintain proactive, engaged ownership and awareness throughout your daily workflow
- Keep customers informed of the status of their open support requests
- Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader Jellyfish organization
- Assist in creating documentation and KB to better serve our internal and external customers
- Develop and maintain a deep understanding of both the Jellyfish Platform and our customers' specific needs
- Work with the team to improve internal processes and pursue side projects that increase efficiency
Skills
- Prior hands-on support experience with strong logical triage and debugging skills
- Detail-oriented and creative in using available tools and information to identify solutions
- Rapidly assesses issues, follows the right process, stabilizes impact, communicates to key stakeholders, prevents escalation, documents actions, and drives both immediate workarounds and long-term resolution
- Highly self-motivated with strong queue management and prioritization skills
- Able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed
- Experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects
- Able to maintain a calm demeanor with any stakeholder, either internal or external, establishing rapport at every step
- Strong verbal and written communication skills
- Willing to dig in and help colleagues or customers alike solve problems with an empathetic extrapolation of key information
- Direct experience with Jira and Git services and workflows
- Structural understanding of the basic software development lifecycle (SDLC)
- Understand the functionality of REST APIs (CRUD), credential authorization, how to traverse JSON blobs, ETLs, and have a desire to expand knowledge
- Knowledgeable of HTTP and potential causes of its response codes within web services
- Understanding of bash commands and comfortable navigating via Terminal
- Experience diving into a Postgres database, utilizing Python-esque queries
- Basic understanding of AWS Cloud Services
- Authorized to work for any employer in the US
- Familiarity with reading and writing Python
- Knowledge of the Django Python framework or other ORMs
Company Overview
- Jellyfish is an engineering management platform specializing in business alignment, DevOps, and data science services. It was founded in 2017, and is headquartered in Boston, Massachusetts, USA, with a workforce of 201-500 employees. Its website is http://jellyfish.co.