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Customer Support


2014-11-25 08:58


Do you understand hosting?

Do you enjoy talking on the phone to customers and prospects?

Can you write emails with perfect grammar, every time?

Does making a customer happy make you happy?

Are you willing to go the extra mile to look after our customers?

If so, we have an awesome, full-time career opportunity at a fun, laid-back tech company.

We're Action Verb, and we're looking to hire two full time customer support professionals to join our team. You'll be a front line customer support representative for BrickFTP (http://brickftp.com/), Vae Platform (http://www.vaeplatform.com/) and other products that we have in development.

Recruiters, please stop reading now. We only want to talk directly to interested candidates.

Who's Action Verb?

Action Verb is a bootstrapped, profitable company founded in 2007. Action Verb offers two main products: BrickFTP, a hosted file sharing service for business, and Vae Platform, a unique web hosting platform with an integrated SaaS CMS system. Our SaaS services have over 1,000 paying customers and a total userbase of about 20,000 users.

We're a small company -- you'll be the 6th person on the team when you join. We all work from home and communicate via HipChat.

You can check out our website at http://actionverb.com/.

Here's what you'll be doing.

You'll be responding to support tickets via email and telephone. These tickets typically relate to billing or technical problems with our hosting platforms. You'll learn the details of all our products and be able to offer suggestions to customers. You'll work with our engineers to resolve any technical issues that come up.

You'll maintain a back-and-forth conversation with customers letting them know the progress of anything you're having fixed for them. You'll give our customers "5-star" service. We have a reputation for really caring about our customers, and you'll help us maintain that.

You'll be "the face" of our business to all our prospective and current customers.

You'll patiently deal with users who don't fully understand our products.

However, most of our customers are highly technical CTOs or IT director-types, so we hope that your time will be spent mostly with high-level customers who understand our products.

Here are the details of the job offer.

This is a full-time, salaried work-from-home position, with full health, dental, and vision benefits. The pay is $40,000 per year plus profit sharing from our hosting products. 25% of all profits from our business are paid into a bonus pool, which are paid out to all employees based on your relative salary.

We also provide annual raises to employees who continue to work for Action Verb.

You will get to travel with the rest of the team on four trips per year for training and brainstorming.

The total work demands (in terms of actual time spent working with customers) are considerably less than 40 hours per week, however, we are looking for someone who will be able to be on-call/accessible to our customers all 7 days per week, from 9am-8pm EST.

The phone call and off-hour volume is low.

For the right type of person, we believe that this arrangement is better than a traditional 9-5 job.

What skills are we looking for?

We are looking for you to have:

  • Perfect phone demeanor and ability to communicate effectively via the phone.
  • Perfect grammar and professional tone via email.
  • Basic understanding of the technical aspects of hosting.
  • Our hosting products are not your normal run-of-the-mill hosting products. Vae Platform is highly customized CMS hosting (think Squarespace or Shopify) and BrickFTP is entirely focused on file sharing (think Box.com or Dropbox). With that said, we still want to see a hosting-centric skillset.

Specific hosting-related skills we're looking for include:

  • TCP/IP and understanding of IP routing
  • DNS
  • FTP
  • HTTP
  • E-Mail (including IMAP, POP, SMTP)
  • Firewalls and Ports
  • SSL

The following skills are a plus:

  • UNIX experience
  • PHP/MySQL coding experience

What makes this opportunity unique?

A really awesome team. The team includes a strong technical founder and three other top technical engineers and operations folks. We'll have your back and do everything in our power to make your job as easy as possible.

Work from home. There’s nothing we hate more than commuting. So, we don’t have an office and would definitely like to avoid having one for as long as possible. If you have a family at home, move between locations, or even live abroad, this is a great opportunity to do all your work from home and stop wasting all that time on commuting. It’s like getting 2 free hours added back to your day. Choose your own hours. As long as you’re available to be on call as described, you can shuffle around your work schedule as you see fit. Work 2 hours, then run and take the kids to lunch, come back and work another 3 hours. We work highly variable hours so we’ll be able to sync up no matter when you work.

Free travel. Because we’re a distributed team that all work from home, we go out of our way bring the team together in person a 4 times a year. In the past, these trips have been to places like Denver, Las Vegas, Portland, and New York. For the coming year, we are planning Salt Lake City, Miami, and more.

Stability. Action Verb is bootstrapped, profitable, adequately capitalized, and debt-free. We are committed to continuously improving our customer experience and believe that our products will never be “finished.”

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