Community Support Technical Specialist
We’re looking for an outgoing, personable, and skilled communicator who can simplify technical concepts, sniff out trends, solve problems, and provide a smooth experience for our community members no matter what problems or questions they have.
You’ll work with other Community Support Team colleagues and internal teams to turn problems into solutions and communicate upcoming changes back to the community. You should have a can-do, positive, infectious attitude, and creative, scrappy problem solving skills. A strong enthusiasm and background of computers and consumer technology will allow you to keep up-to-date with the new tech that Zwift will support and utilize as well as pinpoint and troubleshoot the issues our members encounter.
What you’ll do:
- Deliver high-quality customer support, in a fun and easy-to-digest manner
- Respond to and resolve member contacts that have been escalated through support channels to engage with our members and quickly get them Zwifting again
- Develop and maintain strong relationships with local and international counterparts, oftentimes in different time zones to stay current on latest information
- Work across teams of various disciplines on game enhancements, representing the interests of the community and Community Support
- Establish support flows/guidelines when necessary
- Create new processes for things that don't yet have one, while also optimizing existing ones.
- Work with developers and QA to track emergent/pre-existing issues from discovery to completion and update users/support staff
- Communicate directly with, and gather feedback from, the community in the Zwift Forums
- Become a Zwift meister (yes, riding or running at work is part of your job)
What we’re looking for:
- 2 - 3 years of community/member support experience
- Excellent interpersonal, web, writing, and verbal communication skills
- Experience with technical support and troubleshooting
- A passion for learning and a solid grasp of technology (PC, Mac, iOS, and Android software and hardware)
- Collaborative team player that takes initiative
- Empathy when engaging our community
- Ability to adapt and innovate quickly
Bonus points:
- Experience with CRM software (Zendesk, Kustomer, etc)
- Experience with Confluence and JIRA
- Online gaming experience (MMOs)
- Cycling, fitness, running, and/or indoor training knowledge
- Knowledge of performance cycling metrics
How to stand out among the rest:
Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.
Values:
Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong. Only then can they thrive and do their best work. The values we strive to live every day are:
- Make It Fun
- Elevate Teammates
- Cultivate Our Community
- Always Level Up
- One Zwift for All
We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected].
Zwift, Inc. is an Equal Opportunity Employer.