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Customer Support Specialist

Customer Support Specialist

This role is available for the following location:
Preferable location: Oslo, Norway 🇳🇴

We believe knowledge work is broken, but with your help we might just fix it. Memory is one of Norway's most exciting SaaS businesses. We have built market-defining products that help thousands of paying customers in over 160 countries do their very best work. We are experiencing exceptional growth and are backed by a selection of leading VCs to accelerate this even further.

We are now looking for an experienced Customer Support Specialist to help onboard new customers, build strong customer relationships, drive value in our tools, and ensure that our customers feel supported.

Reporting to the VP of Customer Success  with close collaboration with Product, Marketing, and Sales teams, this is a full-time position open to candidates either working remotely anywhere in the world, or from our offices in Oslo, Norway (HQ) or Pune, India. Preferably, you would be based out of our Oslo HQ.

As Customer Support Specialist you will:

  • Troubleshoot and solve support tickets from our users while maintaining a high standard for prompt, high quality and engaged service
  • Develop first-class product knowledge to assist the support team with the inquiries they receive
  • Communicate effectively and efficiently with our customers (through chat, on the phone, via video chat, or even face-to-face). This means you'll own customer communications and issues from initial contact until resolution
  • Create and edit user education material, including help articles, webinars, video scripts, macros, bots, and supplemental materials. These should be consistent, informative, intuitive and reflective of Memory’s tone and voice.
  • Educate, onboard, and support our customers on a global level
  • Know Memory and our product Timely inside and out, like the back of your hand. You're an encyclopedia of knowledge about how the products works and what it is capable of
  • Quality control, ensure every single customer has a great experience with the product
  • Be the bridge between our customers and our product design and development teams
  • Answer product questions, track user feedback, report and escalate issues to engineers
  • Work in conjunction with product team to identify current issues relaying feedback you hear from our customers, offer informed opinions on potential solutions
  • Have influence in the direction of Memory and our products

Requirements:


  • Fluent English speaker with superb writing and communication skills as well as a
  • You take pride in breaking down complex, abstract topics into easily digestible explanations
  • Able to handle a high volume of support tickets on an hourly, daily basis
  • A genuine enjoyment of technology
  • Passion for talking to customers all day, every day
  • Amazing problem solving super powers
  • Have a healthy obsession with customer support, customer satisfaction and customer experience, and a willingness to be its internal advocate
  • Have a willingness to learn by doing
  • A selfless attitude when it comes to helping your teammates
  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Ambition, eagerness and the will to learn and improve upon your own skills
  • You're independent, detail-oriented, systematic, analytical
  • Initiative, enthusiastic, and have entrepreneurial spirit

Bonus skills:

  • Experience with REST APIs
  • Experience troubleshooting in the dev console

Technology we use:

Intercom

Google Analytics

Slab

Productboard

Github

What we value:

Trust, open-mindedness, curiosity, respect, and fun are just a few of our values in Memory. We are looking for people who understand this culture and thrive in a team of people passionate about self-improvement, honesty, and openness. At Memory, we strive to be the place where you can be the best version of yourself.

We embrace diversity and invite applications from people of all backgrounds and experiences. We believe people with different backgrounds can create better results together. Are you the next superstar to join our team?

What we offer:

  • Work from our Oslo HQ, Pune office, or remotely from anywhere (provided you’re available 9:00–15:00 Oslo time)
  • A competitive compensation package and stock options in a fast-growing startup
  • Flexible working hours and complete ownership over your schedule
  • Autonomy as a master of your own work
  • Direct influence over where we’re headed
  • A diverse, inclusive, and high-performance culture

Vikings!
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