Software Technical Support Engineer (100% telecommuting)

Articulate is the #1 privately-held elearning software company in the world, the 15th fastest growing technology company in North America, and, arguably, the #1 coolest to work for. We're looking for a Customer Support Engineer to join our award-winning support team, where you can make a difference and help change the way people around the world are learning.

The ideal Customer Support Engineer candidate will be smart, technology- and Web-savvy, a fast learner, meticulous, able to work independently, and committed to thorough project completion. This is a full-time, salaried position that requires U.S. hours (time zone flexible), Monday through Friday. As a member of our global 24x7 support team, your primary responsibility will be supporting our suite of desktop elearning software and server-based products, with the chance to contribute to other projects, as needed. This is a unique opportunity to join an industry-leading team that develops and supports powerful, award-winning software.

The Job:

• Provide 1st-class Web, email, and occasional phone tech support for thousands of worldwide customers
• Own & manage 30-50+ cases per day
• Provide internal escalation support for Tier 1 (first-line) support team
• Document support cases and resolutions, suggesting & writing knowledge base and/or internal solution articles as needed
• Test for product bugs & log issues for development team
• Collaborate & openly communicate with other support engineers & quality assurance team
• Contribute regularly to our community forums
• Deliver ongoing feedback to development team, based on customer input & your own product usage
• Log customer data and all communications accurately and thoroughly in internal CRM application
• Support sales team efforts (recognize new leads and up-sell opportunities)

• B.A. or B.S. degree
• 3+ years technical support experience with a software company and/or customer-facing role
• Strong knowledge of Windows OSes, desktop software, Web technologies
• Experience with at least some of the following: HTML, XML, FTP, Flash, JavaScript
• Undying passion for technology & helping others
• Excellent communication skills (verbal & written)
• Ability to type quickly and accurately
• Very high quality standards
• Excel in high-pressure, quick-paced environment
• Learn quickly & enjoy troubleshooting software issues
• Must be able to work on own (from home) with little supervision
• Energetic and enthusiastic
• Willingness to go the extra mile & put in long hours, when needed
• Love of learning & helping others learn

• Experience with Articulate or similar software
• Experience with salesforce.com or similar CRM
• Elearning industry knowledge or experience
• PowerPoint expertise
• Learning Management System (LMS) knowledge or experience

• 100% telecommuting
• Medical insurance
• Stock options
• Flexible hours
• Monthly Internet and phone service
• 2 weeks of vacation per year
• Opportunity to be part of an awesome company that's shaping the future of elearning

• Learn about us & our products
• Download our free trials, so you know what you're getting into & what you'll be supporting.
• Browse our support site, blog, forums & read some threads (these are the types of topics you'll be supporting).
• Read Guy Kawasaki's How to Get a Job on Craigslist. Follow his advice.
• Read Commitment to the Customer: 7 Ways We Support Your Success to see that we take support seriously
• Still interested? Good. Read on.
• Email all of the following to us:
  • Cover letter & resume (include 3 references).
  • Why you're perfect for the job.
  • What you can bring to the company.
  • A short writing sample (e.g., a support email you've sent or a link to a forum post or blog entry you've written somewhere on the Web).
  • Your salary requirements.

(Job posted 4/6/09)