Support

Technical Support Representative (Remote)

Preferable Location: Dallas, Austin   |   Full Time

Form.io continues to grow rapidly and is seeking an additional Technical Support Representative to provide enterprise level support to our customers. This technical Support Representative will be responsible to respond to technical inquiries regarding the Form.io software platform via email, phone, and online meetings as required.  


If you’re the one we’re looking for, you have experience working with software development, SaaS, or PaaS organizations, and with tracking and resolving customer support issues, with 2-5 years of experience. 

A little about us

Form.io is located in the heart of Dallas, TX, and provides a combined form-building and data management API creation platform for organizations that are building their own complex, form-centric, workflow oriented business process applications.  We serve customers of all sizes, all over the world, in every business vertical including government agencies, healthcare, banking and finance, education, insurance, and many others.  We’re a rapidly growing company that provides our customers with a powerful and unique platform designed specifically for software developers!


How you’ll work at Form.io

The Form.io team is located in the Dallas, TX and Austin, TX areas. We all work from home a portion of the time, with some time in the office so we’re very good at using tools that enable remote work.  

No crazy hours - We’re a fast growing company and we realize that overworking our developers doesn’t make the process faster or better. We’re more interested in you developing great code and solving problems than working crazy hours.

There’s no need to punch a clock, or ask for permission to take off early one afternoon to go see the doctor. We look at what you’re accomplishing, not how long you sit in front of a computer.

Solve important problems - We’re constantly achieving difficult tasks that are challengin as we are helping companies with their business process applications. We spend a lot of time designing new systems and solutioning problems for our customers.

We’re built on latest generation technology and are always on the lookout for what’s new. Be prepared to be learning constantly about promising new technologies and figuring out how they can make our company better.

Now, back to you, our new Technical Support Representative…

You’re a Texas-based technical support Representative with 2-5 years of experience in a software development organizational environment. You’ve helped customers over email, phone and on conference calls. You know where to find the right answer and when to call in help. You recognize patterns of issues and can make the right call in combining similar items, raise high priority items and respond with common answers.

You’ll help us support our customers! They have an ever changing set of bugs, issues, questions and feature requests that need to be managed and solved. You’ll be responsible for tracking those items, answering or getting answers and ensuring that customers are answered promptly and accurately. We pride ourselves in being responsive to our customers needs and want someone who takes that to heart.


You’re the one we’re looking for if you:

  • Take ownership of customer issues reported and see problems through to resolution

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Provide prompt and accurate feedback to customers

  • Ensure proper recording and closure of all issues

  • Prepare accurate and timely reports

  • Document knowledge in the form of knowledge base tech notes and articles

  • Follow the SLA for issues with respect to the severity. 

Requirements

  • Proven working experience in enterprise technical support in a software development environment

  • Strong problem-solving skills

  • Excellent client-facing skills

  • Excellent written and verbal communication skills

  • A BS degree in Information Technology, Computer Science or equivalent is good but not a must.

Form.io is an equal opportunity employer. All are encouraged to apply as we continue to build and expand  a smart, hard-working team that loves working together to build something exciting and relevant.

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