Job type full-time number of hires for this role 1
High school or equivalent (preferred)
Us work authorization (preferred)
Full job description
Technical support escalation specialist
Manager, technical support
Blurb® is a book-making platform and creative community that enables individuals to create, publish, share and sell high-quality photo books, trade books, and magazines in both print and digital formatsBlurb is accessible to consumers across the globe with free, innovative book creation and layout toolsFounded in 2005, blurb has over 2 million customers worldwide, resulting in over 4 million unique book titles, with nearly 18 million units shipped to almost 100 countries around the worldWe are headquartered in san francisco.
Blurb is looking to build on its customer support staff with the addition of a technical support escalation specialistThe focus is primarily on escalation supportThe ideal candidate will be someone who can bridge the ability to explore and resolve difficult technical issues while being able to communicate with cs staff or customers in a clear and easy to understand wayThey will have a customer service oriented approach to technical support, while being able to shift gears on the fly when needed to interact with our product and development teams, and be willing to take ownership of projects & see them throughIf that sounds like you, read on.
Ensuring an excellent customer experience
Resolving incoming technical support issues and escalating when needed
Communicating current technical issues throughout the team
Identifying and verifying possible bugs
Working with team members in multiple locations and languages
Min 1 year in a technical support role in a b2c customer support team at a consumer software or internet company
Maintaining a sense of humor while handling complex technical issues
Outstanding written and verbal communication skills and a customer-centric service mentality
Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to issues
Knowledge of common qa issues
Technically adept – comfortable working with and troubleshooting multiple desktop applications, file formats, operating systems, and browsers
Comfortable working in a fast-paced, ambiguous and casual environment – self-starting and ambitious.
Comfortable working in a role that is currently remote/hybrid, and using related tools to collaborate (teams, slack, etc.)
Extra love for:
An understanding of digital photography and related print issues.
Experience with adobe indesign, photoshop, and lightroom
Prior experience with jira, zendesk, other technical tools.
Willingness to work a flexible schedule
Proficient written knowledge of french, german, dutch and/or spanish
This role is typically onsite support in our san francisco office, during regular office hours, however is remote/hybrid at this timeOn occasion, some irregular hours may be required.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this jobDuties, responsibilities and activities may change at any time with or without notice.
Blurb is committed to equal opportunity and considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, protected veteran status, disability status or other applicable legally protected characteristics.
The employer will make reasonable accommodations in compliance with the american with disabilities act of 1990The job description will be reviewed periodically as duties and responsibilities change with business necessityEssential and other job functions are subject to modificationReasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.
Job type: full-time
Flexible spending account
Health savings account
Paid time off
Monday to friday
Ability to commute/relocate:
San francisco, ca 94108: reliably commute or planning to relocate before starting work (preferred)
High school or equivalent (preferred)
Work location: one location