Technical Support - Workforce Management at Assembled

New York, New York, United States

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$80,000 – $115,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer SupportIndustries

Requirements

2+ years in a technical customer-facing role at a SaaS company
Experience working with SQL, APIs and integrations
Customer empathy: Genuinely enjoy solving customer problems and can collaborate effectively with people from all walks of life
Strong technical aptitude and troubleshooting skills: Not afraid to query databases or replicate API errors, with strong attention to detail and track record of learning new technical skills
Persistence and resourcefulness: Grit, determination, and resilience to push through roadblocks in unstructured environments
Excellent communication: Write quickly, concisely, and clearly; break down complex concepts; comfortable with occasional customer calls
Growth mindset: Embrace new ideas, comfortable with change, challenging status quo and biases, open to giving and receiving feedback
Team player: Naturally collaborative and enjoy helping teammates
Dependable: Available to work 9am-6pm GMT and participate in occasional holiday coverage

Responsibilities

Delight our customers: Create great experiences, build trust and strong relationships
Be a product expert: Learn Assembled's product intimately and help customers and team members do the same
Resolve issues: Investigate new, thorny issues and partner with engineering to fix them
Represent the voice of the customer: Drive product direction based on customer needs and struggles
Improve how we operate: Build internal processes, scale tooling, systems, and processes for support

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingSlackEmail SupportWorkforce ManagementProduct ExpertiseBug InvestigationProcess ImprovementEngineering Collaboration

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support - Workforce Management role?

The salary range is $80K - $115K.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What technical skills are required for this role?

The role requires 2+ years in a technical customer-facing role at a SaaS company, experience working with SQL, APIs and integrations, and strong technical aptitude and troubleshooting skills.

What is the company culture like at Assembled?

Assembled is driven by a team of experts passionate about problem-solving, emphasizes building a world-class support organization, and provides wide latitude to build internal processes, scale systems, and build company culture.

What makes a strong candidate for this position?

Strong candidates have customer empathy, persistence and resourcefulness, excellent communication skills, and a growth mindset, along with the required technical experience.

Assembled

Optimizes workforce management for customer support

About Assembled

Assembled optimizes workforce management for customer support teams by providing a platform that enhances the efficiency of service operations. The platform includes features like advanced scheduling, real-time monitoring, and data analytics, which help businesses manage their customer service more effectively. It serves a range of clients, from small businesses to large corporations, by using artificial intelligence and automation to improve team performance. Key features include adherence reports that track agent schedules and real-time performance data to maintain high service uptime. Assembled operates on a subscription-based model, allowing clients to access its tools for a recurring fee, which supports ongoing updates and improvements. The main goal of Assembled is to reduce operational costs, boost agent productivity, and enhance customer satisfaction by ensuring that support teams are optimally staffed and managed.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$68.8MTotal Funding

SERIES_BCompany Stage

Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Competitive compensation and equity package

Insurance coverage

401(k)

CSA Credit

Stipend for use at any Assembled customer

Professional development stipend

Wellness stipend

Risks

Competition from CRM giants like Salesforce may threaten market share.

Rapid AI advancements require continuous innovation, straining resources.

Economic downturns could reduce client spending on workforce management tools.

Differentiation

Assembled offers AI-driven workforce management tailored for customer support teams.

The platform integrates seamlessly with tools like Google Calendar and Slack.

Assembled provides real-time data analytics for optimizing customer support operations.

Upsides

Raised $51M in Series B funding for product development and innovation.

Increased demand for remote work solutions aligns with Assembled's capabilities.

Growing need for omnichannel support enhances Assembled's market relevance.

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