Formstack is helping users reimagine their world of work with our all-in-one workplace productivity platform.&nbsp;

To help us accomplish this mission, we are searching for our next Customer Support Specialist.

Where You&#39;ll Work:

Formstack is a 15-year-old company with&nbsp;roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

Who You Are:&nbsp;

You are able to explain and help others understand the problem and solution.&nbsp;You&rsquo;re an exceptional communicator who can gracefully break down, solve, and explain even the most complex problems. You are always curious to learn more - you might not know all of the answers, but you&#39;re eager to find them. You are well-versed in software and not fearful of new technology, a&nbsp;hard worker who gets things done, and you have the ability to switch gears quickly and adjust your priorities and focuses appropriately.&nbsp;You&rsquo;re versatile and are able to work well with others as well as successfully tackle challenges independently. You are agile and can easily iterate on existing tasks/projects when change is necessary. You are able to take on new projects with minimal supervision, and you&rsquo;re able to take the initiative when tasked with something you&rsquo;re unfamiliar with.

What You Will Do:&nbsp;

You&#39;ll be among the first line of communication for our current, future, and even previous customers. This role serves as the bridge to take our customers&#39; product usage and engagement to the next level. You&#39;ll be working in multiple Support channels to ensure the best customer experience. In between tickets, you may also be asked to assist our internal customers via the internal-support Slack channel or Zoom, follow-up on cases, create/update collateral for new product releases, and deliver quarterly key results. As a team, we actively communicate customer needs within the organization to reduce friction points for customers. As a Support Specialist, you will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. You will be essential in helping our company keep customer needs front and center.

How You Will Succeed:&nbsp;

<ul>
	<li>Learn the ins and outs of&nbsp;Formstack&#39;s solution suite&nbsp;and Advanced Integration platforms.&nbsp;</li>
	<li>Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support.</li>
	<li>Work in a fast-paced environment and able to meet or exceed our set Customer Inbound quotas.</li>
	<li>Create written and/or video documentation and keep these up-to-date.</li>
	<li>Think of new and creative ways to solve customer issues.</li>
	<li>Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert.</li>
	<li>Work closely with our Sales Teams to answer questions, provide feedback, and assist in finding use-case solutions.</li>
	<li>Handle escalated support tickets</li>
</ul>

What We Are Looking For:&nbsp;

<ul>
	<li>Must have the knowledge or experience in one or both of the following:
	<ul>
		<li>At least 1 year of Customer Support/Service background</li>
	</ul>
	</li>
	<li>Typing skill, 50wpm minimum</li>
	<li>Proactive</li>
	<li>Resourceful</li>
	<li>Able to work successfully with minimal oversight</li>
	<li>Ability to tackle complex issues</li>
	<li>Able to think outside the box and look for alternative solutions</li>
	<li>Good time-management skills</li>
	<li>Willing to learn</li>
	<li>Handles change well</li>
	<li>Flexible, able to work weekends, holidays, late shift</li>
	<li>Open to working multiple support channels, separately or simultaneously (email, phone, chat) -- experience in any of these channels is a plus!</li>
	<li>Must be fluent in written and spoken English</li>
</ul>

Bonus Points:&nbsp;

Knowledge/experience in the following:

<ul>
	<li>Salesforce</li>
	<li>Tech Setup (API, SSO, JSON, SMTP)</li>
	<li>Zendesk</li>
	<li>JIRA</li>
	<li>CSS</li>
	<li>HTML</li>
	<li>Webhooks</li>
	<li>Basic knowledge of programming languages</li>
	<li>PHP, Java, Javascript a plus</li>
	<li>Experience building out/maintaining a knowledge base</li>
	<li>Technical writing skills</li>
	<li>SaaS experience</li>
</ul>

Salary Range: $45,000 - $50,000

This position can either be remote or based out of our Indianapolis, IN or Colorado Springs, CO locations.

What Formstack Offers:

<ul>
	<li>Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for full-time employees.</li>
	<li>Unlimited PTO for all employees.</li>
	<li>Retirement accounts with company matching for US and Canadian full-time employees.</li>
	<li>The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job</li>
	<li>Company-paid conferences and extended learning opportunities</li>
	<li>Yearly company gatherings</li>
</ul>

Want to learn more about who we are and what we value?&nbsp;<a href="https://www.formstack.com/about">CLICK HERE</a>&nbsp;to hear from some current Formstackers about what matters most!

Formstack is proud and dedicated to providing Equal Employment Opportunities.

Formstack maintains a policy that Equal Employment Opportunities be available to all persons without regard to race, gender, age, color, religion, national origin, ancestry, citizenship status, disability, sexual orientation, gender identity, genetic information, union affiliation, veteran status or any other characteristic protected by law. This means we do not discriminate in any aspect of employment based on any of these characteristics. This policy applies to all applicants and employees through all phases of employment, including but not limited to hiring, promotion, treatment during employment, demotion, and termination.

Salary ranges are determined by industry research and trends. Individual salaries are based on skills, experience, and geographical location.&nbsp;Compensation is reviewed on a regular basis and adjustments are made accordingly.

All data collected in our application process from resume collection to application questions is used for recruitment purposes only.&nbsp;We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.

Thank you for your interest in Formstack!

**Formstack is helping users reimagine their world of work with our all-in-one
workplace productivity platform.  **

**To help us accomplish this mission, we are searching for our next Customer
Support Specialist.**

**Where You 'll Work:**

Formstack is a 15-year-old company with roots in Indianapolis. Our customers
span 110 different countries, and our employees live and work across the U.S.
and the globe. We provide a work environment that is flexible and provides
great freedom for those who can perform. We are seeking people who demonstrate
an ability to work effectively with individuals from diverse cultures and
backgrounds.

**Who You Are:  **

You are able to explain and help others understand the problem and solution.
You're an exceptional communicator who can gracefully break down, solve, and
explain even the most complex problems. You are always curious to learn more -
you might not know all of the answers, but you're eager to find them. You are
well-versed in software and not fearful of new technology, a hard worker who
gets things done, and you have the ability to switch gears quickly and adjust
your priorities and focuses appropriately. You're versatile and are able to
work well with others as well as successfully tackle challenges independently.
You are agile and can easily iterate on existing tasks/projects when change is
necessary. You are able to take on new projects with minimal supervision, and
you're able to take the initiative when tasked with something you're
unfamiliar with.

**What You Will Do:  **

You'll be among the first line of communication for our current, future, and
even previous customers. This role serves as the bridge to take our customers'
product usage and engagement to the next level. You'll be working in multiple
Support channels to ensure the best customer experience. In between tickets,
you may also be asked to assist our internal customers via the internal-
support Slack channel or Zoom, follow-up on cases, create/update collateral
for new product releases, and deliver quarterly key results. As a team, we
actively communicate customer needs within the organization to reduce friction
points for customers. As a Support Specialist, you will learn and develop
skills to collaborate cross-functionally in the interest of customer advocacy
and proactive support. You will be essential in helping our company keep
customer needs front and center.

**How You Will Succeed:  **

  * Learn the ins and outs of Formstack's solution suite and Advanced Integration platforms. 
  * Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support.
  * Work in a fast-paced environment and able to meet or exceed our set Customer Inbound quotas.
  * Create written and/or video documentation and keep these up-to-date.
  * Think of new and creative ways to solve customer issues.
  * Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert.
  * Work closely with our Sales Teams to answer questions, provide feedback, and assist in finding use-case solutions.
  * Handle escalated support tickets

**What We Are Looking For:  **

  * Must have the knowledge or experience in one or both of the following: 
    * At least 1 year of Customer Support/Service background
  * Typing skill, 50wpm minimum
  * Proactive
  * Resourceful
  * Able to work successfully with minimal oversight
  * Ability to tackle complex issues
  * Able to think outside the box and look for alternative solutions
  * Good time-management skills
  * Willing to learn
  * Handles change well
  * Flexible, able to work weekends, holidays, late shift
  * Open to working multiple support channels, separately or simultaneously (email, phone, chat) -- experience in any of these channels is a plus!
  * Must be fluent in written and spoken English

**Bonus Points:  **

Knowledge/experience in the following:

  * Salesforce
  * Tech Setup (API, SSO, JSON, SMTP)
  * Zendesk
  * JIRA
  * CSS
  * HTML
  * Webhooks
  * Basic knowledge of programming languages
  * PHP, Java, Javascript a plus
  * Experience building out/maintaining a knowledge base
  * Technical writing skills
  * SaaS experience

**Salary Range: $45,000 - $50,000**

This position can either be remote or based out of our Indianapolis, IN or
Colorado Springs, CO locations.

**What Formstack Offers:**

  * Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for full-time employees.
  * Unlimited PTO for all employees.
  * Retirement accounts with company matching for US and Canadian full-time employees.
  * The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
  * Company-paid conferences and extended learning opportunities
  * Yearly company gatherings

Want to learn more about who we are and what we value?  **[CLICK
HERE](https://www.formstack.com/about) **to hear from some current
Formstackers about what matters most!

**_Formstack is proud and dedicated to providing Equal Employment
Opportunities._**

_Formstack maintains a policy that Equal Employment Opportunities be available
to all persons without regard to race, gender, age, color, religion, national
origin, ancestry, citizenship status, disability, sexual orientation, gender
identity, genetic information, union affiliation, veteran status or any other
characteristic protected by law. This means we do not discriminate in any
aspect of employment based on any of these characteristics. This policy
applies to all applicants and employees through all phases of employment,
including but not limited to hiring, promotion, treatment during employment,
demotion, and termination._

**_Salary ranges are determined by industry research and trends. Individual
salaries are based on skills, experience, and geographical location.  _**
_Compensation is reviewed on a regular basis and adjustments are made
accordingly._

_**All data collected in our application process from resume collection to
application questions is used for recruitment purposes only.**_  We will store
it in our applicant tracking system, JazzHR, and will not share this data with
anyone else. We will keep your data until the role is filled and only continue
to store it if we feel you may fit future roles.

Thank you for your interest in Formstack!

