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Customer Support Representative


Scribd



/skribbed/ (n).



  • a tech company changing the way the world reads
  • a membership that gives users access to the world’s largest online library of books, audiobooks, sheet music, news, and magazines



  • We value trying new things, craftsmanship, being an open book, and the people that make our team great.



    Join us and build something meaningful.



    About The Customer Support Representative Role



    Are you the person your friends call when their computer isn’t behaving? Do you use all the latest, coolest web apps? We’re looking for a Customer Support Representative to join our Customer Service team in Phoenix, Arizona.



    It’s essential that you have strong verbal and written communication skills, since you’ll be writing back and forth with customers all day. You’ll need strong problem solving skills and personal initiative to track down challenging problems.



    Please note: this is not a remote position, we have an office in Phoenix!



    On a Typical Day You Might
    • handle technical trouble shooting
    • contribute to documentation and team resources
    • address higher level billing issues, possibly fraud billing
    • clarify complex publishing advice
    • QA test a new website functionality
    • debug a customer’s problem
    • interface with Scribd’s engineering team



    About You
    • You live in the Phoenix area and can work in our office in midtown
    • 2+ years experience in a customer service or support role
    • Prior experience working in an online or technical customer support role (chat, email, etc)
    • Excellent written communication skills, including instructional and persuasive writing
    • Strong reading comprehension and appreciation for detail
    • Experience with advanced computer usage which include experience with many modern web applications and a good understanding of web practices
    • Troubleshooting and analytical skills
    • Love for helping people and delivering great customer service
    • Spanish Fluency (preferred but not required)
    • Strong independent work ethic
    • College degree or equivalent work experience
    You’ll Make Us Even Happier With:
    • Startup experience, or experience in tech
    • Zendesk or Jira experience
    • Technical writing experience of any kind
    • Basic programming skills or website QA experience
    Why we work here



  • We are located in downtown Phoenix
  • Health benefits: 100% employer covered Medical/Dental/Vision for regular, full-time employees
  • Generous PTO policy plus we close for the last week in December
  • 401k matching
  • Paid Parental leave
  • Monthly wellness budget
  • Professional development: generous annual budget for our employees to attend conferences, classes, and other events
  • Apple laptops and any equipment you want to customize your work station
  • Free Scribd membership and a yearly reading stipend!
  • Company events that include monthly happy hours and offsites (past events include Santa Cruz, bowling, arcades, geocaching, ropes courses, etc.)



  • In the meantime, check out our office and meet some of the team at https://www.scribd.com/about



    Scribd values diversity, and we make all hiring and employment decisions based on merit, qualifications, competence, talent, and contribution, not who you are by choice or circumstance. We value the people who make Scribd a great place to work and strive to create an environment where your work is supported and personhood respected.

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