AppDirect
CustomerSupportRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Representative at AppDirect. Skills: customer support, technical support, problem solving. assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. provide accurate and timely resolutions and information to our end users”
What You'll Achieve.
grow their business; provide accurate and timely resolutions and information; Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores; Delight our clients with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
Industry & Context.
born problem solver; thrive when presented with something new to investigate and love finding solutions; Troubleshoot technical issues and brainstorm solutions
What They're Looking For.
Must Have
2+ years of software support experience, Outstanding customer service and written communication skills, positive positioning and conflict resolution skills, Proven internal communication skills in small and large teams, Have an understanding of internet technologies (APIs, HTTP, REST, etc), Have experience with Zendesk and Jira, or another support ticketing system, Familiarity with querying information from an SQL database
Nice to Have
preferably in a startup capacity, A desire to learn, and a penchant for troubleshooting, A passion for documenting information that will benefit your team, and customers, Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company
What You'll Do.
assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business
provide accurate and timely resolutions and information to our end users
Investigate and report bugs
help to improve our support function through quarterly projects such as improving internal and external support documentation
Interact directly with our customers and their partners via email (Zendesk)
Troubleshoot technical issues and brainstorm solutions to address customers’ needs
Communicate technical information and ideas in a clear and concise manner
proactively identifying and addressing communication gaps or breakdowns
Investigate and escalate bugs to our T2 technical team
Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality
and CSAT (customer satisfaction) scores
Maintain help center and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
Be resourceful and self-self driven to accomplish your tasks
How You'll Work.
Team & Collaboration
work collaboratively with the support team in a shared queue; Communicate effectively with internal stakeholders to advocate for customers needs; Be a reliable team player working in a shared queue
Communication Scope
written communication skills; positive positioning and conflict resolution skills; Proven internal communication skills in small and large teams; Communicate technical information and ideas in a clear and concise manner; proactively identifying and addressing communication gaps or breakdowns; Communicate effectively with internal stakeholders
Full Job Description
About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device – as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About You As a Customer Support Representative, you will be an integral part of the PartnerStack Customer Success team. You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users. You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation. You are resourceful, independent, and good-natured with strong communication and customer support skills. You are a born problem solver, a driven learner and lead with empathy. You thrive when presented with something new to investigate and love finding solutions. What you'll do and how you'll have an impact Interact directly with our customers and their partners via email (Zendesk) Troubleshoot technical issues and brainstorm solutions to address customers’ needs Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns Delight our clients with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution Investigate and escalate bugs to our T2 technical team Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores Communicate effectively with internal stakeholders to advocat
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