Customer Support Technician

Employer
Axios
Location
Arlington, VA
Posted
Jan 22, 2022
Closes
Jan 24, 2022
Ref
326393876
Industry
Other
Hours
Full Time
Quick take: Axios is a growth-stage startup dedicated to providing trustworthy, award-winning content in an audience-first format. We are hiring a Customer Support Technician to deliver best in class subscriber support for our new paid subscription product launching in January 2022, Axios Pro!Why it matters: The Customer Support Technician will be responsible for providing support for our Axios Pro subscribers via excellent customer service and consistent execution.Go deeper: Ideal candidates will be self-directed, highly organized, and customer-focused. Responsibilities will include:Respond to and manage customer support inquiries in a timely, efficient, and professional manner, utilizing our customer service tool, ZendeskManage customer account changes, including updates to subscriptions, newsletter preferences, and billing informationIdentify and escalate product and billing issues to the appropriate internal teamsFollow up with customers to ensure their questions and issues are resolvedMonitor customer feedback and identify trends to help inform future product and user experience developmentContribute to internal and external knowledge base management (eg, writing Help Center support articles)The details: Ideal candidates will embody an entrepreneurial spirit, revenue mindset, and passion for the Axios mission. This position requires the following skills:Proven customer or client service experienceExperience managing projects and collaborating with other stakeholdersEager to meet and exceed customer response timelines and satisfaction goalsHighly organized and detail orientedExcellent written communication and problem-solving skillsCollaborative, team-oriented attitudeBenefits:Competitive salaryHealth insurance (100% paid for individuals, 75% for families)Primary caregiver 12-week paid leave401KGenerous vacation policy, plus company holidaysCompany equityCommuter and cell phone benefitA commitment to an open, inclusive, and diverse work cultureAnnual learning and development stipendAdditional pandemic-related benefits:One mental health day per quarter$100 monthly work-from-home stipendCompany-sponsored access to Ginger coaching and mental health supportTele-mental health servicesOneMedical membership, including tele-health servicesIncreased work flexibility for parents and caretakersAccess to the Axios "Family Fund", which was created to allow employees to request financial support when facing financial hardship or emergenciesClasspass discountVirtual company-sponsored social eventsEqual Opportunity Employer StatementAxios is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Axios makes hiring decisions based solely on qualifications, merit, and business needs at the time.Job Type: Full-timePay: $55,000.00 - $60,000.00 per yearBenefits:401(k)Dental insuranceEmployee assistance programFlexible scheduleHealth insuranceLife insurancePaid time offParental leaveVision insuranceWork from homeSchedule:Monday to FridayEducation:High school or equivalent (Preferred)Work Location: One location

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