Application Support Team Agent at Recurly

| Remote
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Recurly is growing! Join us to make subscriptions a competitive advantage for businesses worldwide. Do you have excellent communication skills? Do you enjoy solving problems and contributing to a team? Do you want the flexibility to work from home while still contributing to the whole of the company? Then we would love to hear from you! Recurly is looking for an experienced (Tier I) Support Agent to join our Technical Support team!
At Recurly, we are all about our customers! We are passionate about providing fast, efficient, and friendly service. The Technical Support team is an integral part of our business, and we want to grow our organization with dedicated individuals. As part of an advanced and collaborative technical support team, the Agent will manage incoming tickets, phone calls, and chats. This contributor role will support the business by answering customer questions relating to our application and any aspects relating to troubleshooting issues, perform server Splunk and Postman queries and make solution recommendations. This role will provide support as necessary to both the customer and to Internal Recurly teams.
We are looking to hire in San Francisco, Boulder, New Orleans, or remotely in the following states: California, Colorado, Illinois, Louisiana, North Carolina, New Jersey, Oregon, South Carolina, Washington, Arizona, Georgia, Minnesota, Montana, Ohio, Pennsylvania.

Responsibilities

  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
  • A desire to continuously learn and ramp-up on new Recurly applications
  • Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customersEscalate customer inquiries to other teams as needed 
  • Communicate up and down with the Technical Support and Product departments for trends and issues
  • Proactively surface new ideas to improve support processes
  • Learn and specialize in a segmented area of the Recurly product and know all the details of that product area and manage projects around that area.
  • Support Recurly team members by being readily available through the Slack collaboration app.

Requirements

  • 1-2 years experience in a SaaS environment
  • Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Previous technical support experienceExposure to creating/using Graylog queries is a definite asset
  • Excellent communication and relationship-building skills; must be open to input from other team members and departments
  • Passion for helping others
  • Successful track record working in a high-volume environment
  • Results-oriented, attention to detail, ability to prioritize multiple objectives and projectsA desire to learn new job-related skills quickly
  • Passion for being the go-to in customer service
  • Ability to own one’s work and take pride in results
  • Self-motivated and driven personality; able to work remotely

About Recurly
Recurly, Inc. provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, BarkBox, Asana, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 42 countries.
Offices located in San Francisco, California, Boulder, Colorado, and New Orleans, Louisiana

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases

Location

Recurly is located in the Mission District

An Insider's view of Recurly

What are some social events your company does?

Every Friday, Recurly hosts a happy hour in the kitchen for people to get together and unwind from the week. I especially enjoy the unique and inspired snack choices that are brought to the table. From regional delicacies like Walking Tacos to varied charcuterie boards prepared on-site, Recurly offers something that can appeal to everyone.

Brandon Cruz

Associate Product Manager

How would you describe the company’s work-life balance?

The environment at Recurly fosters a strong work-life balance. I feel trusted to get my work done and have flexibility in my schedule when needed. There is a genuine understanding that real life happens. Everyone works hard, but there isn't a culture of staying late just to stay late which makes everyone feel empowered to live a balanced life.

Connie Sedden

Manager, Customer Enablement

What are Recurly Perks + Benefits

Recurly Benefits Overview

We offer a comprehensive benefits plan to employees, their spouse or their domestic partner, and their children.

In addition to the full benefits, we provide some great perks such as 401K, Company Equity, Flex Time Off, Catered Meals Daily, Social Events, Training/Development, Casual Dress, Pet Friendly and much more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free breakfast on Monday, Wednesday. Employees get free lunch on Monday, Tuesday, Thursday, Friday.
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks
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