Careers at Jigsaw

Tecnical Support Representative

Location: Post Falls, ID
Reports To: Director of Customer Success

The Company

Jigsaw (www.jigsaw.com) is quite simply unlike any other organization. We firmly established ourselves as one of the unique success stories of the Web 2.0 revolution. For the past several years Jigsaw has been leveraging user generated content to map the global business community. By doing so, we have created an online, collaborative business-contact marketplace where marketers, recruiters, and sales people can buy and trade third-party business contact information. Even the most world-weary VC's applaud the paradigm shifting vision at the heart of the Jigsaw story:

"It's always a mind blower when some startup fundamentally changes the rules in any category that is assumed to be mature." – Jeff Nolan, SAP Ventures

This is a rare opportunity to join one of the most unique companies in Silicon Valley, where a healthy contempt for the status quo is essential, and to play a central role in accelerating the growth of this successful business to a position of global market leadership. Jigsaw is a venture-funded startup with offices in San Mateo, CA, and Post Falls, ID.

Find out what the Wall Street Journal, San Francisco Chronicle, Business 2.0, Smart Company and Information Week are saying about Jigsaw by going to our Press Room. We look forward to hearing from you!

The Role

As a member of our technical support team, you are responsible for providing telephone, e-mail, and live chat support to corporate and individual users of our web application. The Technical Support Representative works closely with the Jigsaw SQA team, Account Support Representatives, and members of the sales team in researching, troubleshooting and reporting technical issues.

Responsibilities

• Analyze web application, business tools, and internal systems to identify customer-reported issues and recommend corrective actions
• Maintain accurate records of customer information to track customer history and report recurring problems to key Departments within Jigsaw
• Escalate issues to appropriate team following customer specific escalation procedures
• Takes escalated technical calls from Account Support Representatives as well as members of the sales team
• Monitors customer support queue, answers support line calls and collaborates with customer support team
• Help test and evaluate new product enhancements prior to release
• Train, explain tasks, and assist in the solution of problems
• Support the new hire training effort
• Receive customers' requests by telephone, e-mail, and/or live chat. Analyze requests, provide information requested or ascertain who best can provide the information, and route the request to the proper person
• Provide product feedback from listening to and observing customers' use of our products and/or solutions
• Traces status and generates cases through SalesForce.Com
• Researches, tracks, and reports technical issues. Maintains reporting of Known Issues with up-to-date information regarding the status of Known Issues and current "work-arounds"
• Maintains liaison with other departments for sales support

Requirements

• High School Diploma/GED Required, College preferred. Previous technical support experience required
• Extremely well organized and able to manage multiple tasks simultaneously
• Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others. Must be able to work independently, with little supervision, and as a member of the team
• Strong understanding of customer-support standards and processes, including problem resolution
• Strong written and verbal communication skills are required; ability to communicate technical concepts in the most simple of terms to a non-technical audience
• Ability to work effectively with difficult and/or demanding customers
• Applicant must have excellent computer skills with proven track record of troubleshooting software related issues. Advanced knowledge of the internet and CRM software preferred. Software beta testing experience a plus
• Demonstrates a passion for technology and a desire to learn new skills

Benefits

• Competitive salary based on experience
• Medical, Dental, Vision, AD&D, Life and Long-term Disability Insurance
• Medical and Dependent Flexible Spending Account Plans
• 401K and stock options

How to Apply:

• Please email a cover letter and resume to Sarah Hickey at sarah@jigsaw.com.
• This is a full-time position