| Job Title: | Customer Relations Specialist | |
| Company: | Yammer | |
| Job Location(s): |
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| Description: | With any start up it's typical for everyone to wear many hats. When the bandwidth becomes too thin we have to hire new people, which is a great time to consolidate duties. Our bandwidth has become too thin because our product is growing rapidly, which is why we're consolidating duties within the Communications department. Here's what the job, for the most part, will entail: Customer Service * Respond to help requests and feedback submitted by users * Maintain How‐To‐Guide * Maintain FAQ Knowledgebase * Create ways to make CS process more efficient Goals: * Inform customers about current features and upcoming features to increase engagement, satisfaction, and feedback * Explain value proposition of using particular features, and thus Yammer over existing communication mediums * Verify bug reports and relay to Engineers so product works properly * Filter feature suggestions (new features/clarity of existing features) & pass on to the Product Team * Initiate sales process whenever possible & pass on leads to Sales Team * Use consistent language that's professional and clear to convey the caliber of product we provide * Push information that's most relevant to users and most beneficial to Yammer * Relay enthusiastic users so we can use them to evangelize to others helping spread adoption and sell future clients * Help define product road map based on number of bug reports or feature suggestions you receive Working Environment: We work extremely hard. You'll be doing the duties for what other companies would hire multiple people for. This means long days through the work week and even weekends. There's not someone hovering over you to make sure you do what you're supposed to be doing or telling you how to handle your work. We simply don't have time to do that, but it will be obvious sooner or later how hard and efficient you're working. The advantage of a lean team is quick innovation implementation. It's not about face time at Yammer. You arrive when you want and leave when you want, as long as your job is getting done. People usually start later and days are longer than your typical 8 hours. Of course, it's recommended that there is sufficient overlap in everyone's schedule. Lunch and Dinner are catered every day. Type of Person: Every person we hire must be as good or better than we are. Preferred Qualities: * Innovative * Creative * Flexible * Organized * Good listener * Patient Required Qualifications: * Excellent Communicator (Verbal/Written) * Knowledge and experience with social media (Twitter, Facebook, etc.) * Basic computer knowledge (deleting cookies, clearing cache, browser add‐ons, browser extensions) * Basic knowledge of email, SMS, and IM limitations * Basic knowledge of Blackberry, iPhone, and other smart phones * Basic knowledge of Outlook * HTML coding for blog and forum a plus * Experience making screen casts (Video Tour) a plus * Experience with Zendesk and Jira a major plus | |
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