Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Customer Support Analyst (UA)

We are looking for a Support Analyst to assist our customers with problems when using Form.com applications.

Responsibilities:

  • Respond to incoming customer queries via phone, email or chat
  • Identify customer needs and help customers troubleshoot and consult on specific use cases or issues
  • Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Identify when issues require further escalation and engage with offshore teams for technical issue resolution
  • Provide trainings to new customers
  • Share feature requests and effective workarounds with team members
  • Follow up with customers to ensure that their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements:

  • At least 1-year experience as a Customer Support Specialist or similar Technical Support/Help Desk role
  • Experience working with SaaS solutions and technologies
  • Experience using common IT software (MS Office Suite – Word, Excel, Outlook, JIRA, SaaS solutions,) help desk software, and remote support tools (i.e. Go to Meeting, WebEx)
  • Excellent communication and problem-solving skills
  • Ability to multi-task and prioritize issues
  • Patience when handling tough cases
  • Customer focused, experience in handling issues and or customer complaints
  • Excellent written and communication skills
  • Fluent English
  • Experience working with offshore technical teams is a plus

About us:

We are the global leader in data collection and business process optimization software — Form.com. Whether it’s streamlining data capture, automating form-driven operations, or dramatically improving data analysis, we deliver unique cloud-based solutions configured to the specific enterprise needs. Since beginning operations in 2002, we became the premier solutions provider and a strategic technology partner for many of the world’s largest enterprises.