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Product and Customer Support Representative

At zlien, we’re changing the way the construction industry manages the payment cycle on construction projects. zlien provides a powerful, intuitive software platform that is making construction payments more fair, and we are building an amazing, high-growth company along the way.

We’re a technology startup based in New Orleans, and we’re in the exciting construction technology category. We have San Francisco venture investors, like Brick & Mortar Ventures and Altos Ventures. We’re a rapidly growing team working on interesting and worthwhile problems, and we have a mountain of opportunity for you.

Are you ready?

If you said yes to the question above, zlien is the place for you. We are looking for an upbeat, detail-oriented team member to join our Support Team. Our Support Team helps make the construction industry fair by supporting zlien's users to successfully navigating our platform.

We’re looking for a hard working team member with a helpful attitude to guide our users through a variety of mediums, such as email, chat, and phone calls. You will need to be a creative problem solver, with a great sense of empathy while also being capable of keeping an eye on the objective needs of the organization. This is an opportunity to work for a growing company with a wonderful team, and an opportunity for personal growth that doesn’t come along often.

Your goal will be to troubleshoot platform and resource questions and issues with users who reach out to zlien, and proactively engage with users who may not be using the platform optimally. You will want to have a great eye for detail, and the ability to identify potential sales opportunities, problems or bugs in the platform, and customer confusion. Having a personable and motivational attitude is a great asset for this role and in communicating effectively with our users.

The typical day includes working on a schedule of tasks revolving around our users. You will be communicating with users both reactively and proactively in a variety of mediums, as well as working with many of our departments, such as our Sales, User Success, Finance, Product, and JobSight teams, to ensure the success of our users. This role will provide you with a full picture of the different teams and functions of a high-growth technology company.

 

What will be expected of you:

Interact often with our users and teams

  • Give instructional guidance and reassurance
  • Follow a schedule for tasks and live coverage of chat and phone help
  • Reactive and proactive communication to provide support
  • Troubleshoot issues and problems as needed
  • Ask the right questions, and pass potential leads to sales, potential bugs to product, potential upsells to User Success

Be thorough, and follow through

  • See something that looks odd in the platform? Test the behavior and report a bug
  • Talked to someone and think they may need additional help? Follow up with a great email outlining your conversation
  • Think an interaction needs advanced help? Escalate to Account Management or Advanced Support

Communicate effectively and empathetically

  • Understand how to effectively turn a complex situation into a simple one
  • Understand how to take a problematic situation and return a solution oriented response
  • Be able to proactively handle potential learning moments and issues with our users
  • Maintain a professional, upbeat disposition with our users

 

Why Join zlien?

  • Amazing Company Culture - we care about where you will be in 5,10,15+ years
  • High growth leads to countless opportunities for professional development
  • Casual office atmosphere
  • Open vacation policy + subsidized international travel

 

What should be true about you?

  • You’re perceptive and can read a situation quickly
  • Others would describe you as patient, and a great communicator
  • You love talking with people and making a personal connection, even if it’s just about the weather
  • You can handle an issue, and can remain positive in a bind
  • You are resourceful, and can find the answers you need, and know when to ask for help
  • You’re comfortable with a routine, and can be given tasks and a schedule, and stay on track
  • You’re empathetic, and are responsive to the emotional side of a situation, but can keep an eye on the objectives
  • You’ve got great people skills, but know how to be analytical when needed
  • You’re flexible with the working day; capable of working some days outside of the typical 9-5 routine, including some 11am-7pm shifts
     

Nice to Haves:

  • Startup experience
  • Knowledge of Construction or Credit industries
  • Customer support or customer service experience
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