Customer Support Representative

Title: Customer Support Representative

Location: -REMOTE, USA-

Company Description

Brandfolder by Smartsheet is on a mission to make managing your digital assets a seamless process. We aim to deliver the world’s most powerfully simple platform for storing, sharing and showcasing assets. The people at Brandfolder drive our success, and we need people who push the boundaries and will push us forward. That is where YOU come in.

Our company culture is driven by a customer-first mindset, fosters employee growth and development, and promotes building connections amongst teams. How do we do this? By building a world-class product and creating an environment that values autonomy, flexibility and the opportunity for employees to be themselves.

Do you want a role where your contributions directly affect the success of the company? Do you want to take the next step to a place that will push you to grow in your career? If so, we’d love to have you aboard. We have a team of curious, eager, and humble individuals who rally together both within and outside the confines of the office and aim to expand and evolve.

You will report to the Senior Manager, Technical Support

Position Description

YOU WILL:

• Gain an in-depth understanding of Brandfolder, and become a DAM Industry expert
• Reproduce reported issues and identify potential workarounds
• Communicate product limitations and solutions directly with customers
• Collaborate with vendors to resolve issues that cannot be resolved internally
• Respond to all inbound inquiries via email support and live chat

YOU HAVE:

What You’ll Need:

• Aptitude for troubleshooting and the ability to clearly explain technical issues
• Working knowledge of Adobe Creative Cloud (InDesign / Photoshop / Illustrator)
• Willingness and desire to learn new skills and build a career in software
• Strong written and verbal communication skills
• Ability to create strong, long-lasting relationships with customers
• Ability to efficiently manage and prioritize tasks

Bonus Points for:

• Experience with content creation tools, image editing, or printing
• Experience or passion for B2B software, DAM, or ECM.
• Customer Success and/or Design experience.

Perks & Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity – Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Brandfolder by Smartsheet provides a competitive range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer.

California & New York: $25.96 – $36.35 per hour

All other US States: $24.04 – $33.65 per hour

Equal Opportunity Employer

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative join us!