Technical Support Escalation Specialist

Offered at RPI San Francisco- hybrid of remote/on site.

COMPANY SUMMARY

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 formats. Blurb is accessible to consumers across the globe with free, innovative book creation and layout tools. Founded 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 world. We are headquartered in San Francisco.

POSITION SUMMARY

Blurb is looking to build on its Customer Support staff with the addition of a Technical Support Escalation Specialist. The focus is primarily on escalation support. The 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 way. They 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 through. If that sounds like you, read on.

ESSENTIAL FUNCTIONS

  • 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

QUALIFICATIONS

  • 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.)

Preferred but not required

  • 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

WORK ENVIRONMENT

This role is typically onsite support in our San Francisco Office, during regular office hours, however is remote/hybrid at this time. On 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 job. Duties, 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 1990. The job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and other job functions are subject to modification. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.