Job Summary

Responsibilities

Work closely with colleagues in engineering, customer support and customer success to quickly and efficiently solve customer problems. 
Respond to and resolve technical support enquiries from customers, including those relating to hosting, CMS integration, SEO, bugs in the Shorthand editor and minor design changes.
Become intimately familiar with the entire Shorthand application stack.
Become an expert in the use of Shorthand if not already.
Report bugs in the product as they are found.
Assist in the long-term resolution of bugs.
Pitch new product features and improvements based on customer requirements.
Assist with creating and managing support collateral, including support documents and blog posts, when required. 
Assist with QA and testing when required. 

Qualifications:
A minimum 1-2 years of experience in a customer-facing role (need not be in a software business). 
Qualification in a relevant field, or the ability to demonstrate your passion for web design and tech if you are self-taught. (Role would suit a new Computer Science graduate seeking to gain experience working alongside a high-performance engineering team.)
Experience of working in a small business or startup environment is desirable but not required.
Experience collaborating with diverse, geographically dispersed teams preferred.
Experience working remotely is preferred.
Enthusiasm for writing, visual communication and storytelling is a must.