Technical Support Representative

Cambridge, MA
Mar 31, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

We're looking for someone who can troubleshoot and solve technical issues to ensure a great experience for our customers. You must be tech savvy and very passionate about small businesses. You will be tasked with responding to customer inquiries regarding technical issues by phone and email in a courteous, patient and professional manner. You will be interacting with lots of great people from around the country who own a range of interesting and different small businesses and your answers help keep them in business and help them succeed with ThriveHive.

You will be on the front line, supporting for our customers with technical issues they encounter. As such, your role will encompass everything from troubleshooting domain setups on cPanel to solving technical issues with WordPress and other CMS's, working with CSS/HTML and small amounts of javascript, as well as supporting our customers use of the ThriveHive software platform and its various features. ThriveHive offers a guided marketing solution which includes a range of tools and reports for small business owners. You will help our new and existing customers with any technical difficulties that they might face getting on board or using the platform. You will also support our team to ensure they can deliver an amazing experience to all our customers.

And finally, you will be responsible for helping customers instrument their websites with our tracking code and various assets. Because ThriveHive's power comes from its ability to accurately measure our customers' marketing, they must put mechanisms in place to actually capture the data. We'll teach you how to do the instrumentation, but you must be knowledgeable on different CMSs, HTML and CSS, and willing to learn some basic javascript troubleshooting skills.

Working at a startup means we have lots of fun and work hard. Along with your major responsibilities, we may find other areas for you to grow into such as helping our product team with QA testing of new features, working with our content team to develop help articles and any other areas that make sense depending on your strengths.

Your responsibilities:
  • Customer facing role that will ensure our customers have a great experience using our software
  • Troubleshoot technical issues with instrumentation of our customer websites. (ThriveHive tracking code, forms, phone numbers, etc.)
  • Track and resolve other technical issues faced by our customers
  • Report any software bugs or technical issues to our product team to help our product development effort
  • Respond quickly to technical questions about ThriveHive or any of our related services
  • Assist in developing technical support documentation and tools/processes for use by the support team

Skills & Requirements
  • Knowledge of both PC and Mac operating systems
  • Knowledge of internet browsers and applications like MS Office, GoToMeeting, etc.
  • WordPress experience is a must (knowledge of other CMSs like Joomla and Drupal a plus)
  • Excellent oral and written communication skills and patient, helpful demeanor
  • HTML and CSS
  • Experience with JavaScript is a plus (willingness to learn a must)

Company Description
ThriveHive is marketing platform that empowers small business owners to grow their businesses through better marketing. The platform includes all of the essential online marketing tools and guidance necessary to get small business owners online and to succeed with marketing. ThriveHive is guided marketing for small business. We are a TechStars '15 company, growing rapidly looking to add smart, motivated rock stars to our team.

Cambridge, MA


Tue, 21 Mar 2017 14:04:40 PDT