Technical Professional Services Specialist

<p>PASSION.io helps people to make their dreams a reality by learning the skills from successful people. We call these successful people “Creators” and our mission is to empower these Creators to help millions of people by providing the platform to turn skills into mobile apps and we give them everything they need to run a successful online business from concept to monthly payout check. We are an international remote team with the majority of our business in the US.</p><p><br/></p> <p>As the Technical Professional Services Specialist, you will spend most of your time interacting with customers and support representatives; solving their technical questions, and helping them learn and grow, in order to empower them to get the best out of our software products. You will at the same time invest in our product and its underlying implementation and infrastructure to deeply understand how things work on the technical side in order to effectively recognize problems and solve the ones not requiring actual coding while you report and escalate bugs and issues that you can not solve yourself.</p><p><br/></p> <p>You will also work with our customer support and tech teams to ensure that issues are resolved. Interacting with our teams around the world is very much part of our day-to-day, so communication skills are vital. We are looking for strong problem-solvers who can apply their tech skills to a wide range of the platforms and environments we support.</p><p><br/></p> <p><strong>What you'll be working on</strong></p><p></p><ul> <li>Effectively reply to customers' questions and concerns about the Product, their App and their account. </li> <li>Migrate Creator’s content from their old platform (video/written/ audio/ files) to Passion.io and organize it in the best way possible (each platform has different requirements - e.g course structure). </li> <li>Set up Zaps for customers (limited) </li> <li>Set up email campaign (not the copy, only the workflow)</li> <li>App Submission - Check daily status for Apps in review on Apple &amp; Google and collaborate with the app Submission team to resolve any rejections or issues</li> <li>App Submission - send updates to Apple and Google when there’s a major update from Passion (with new features and bug fixes). </li> <li>Help the team with ad hoc admin tasks.</li> <li>Set up Typeform for customers (limited) </li> </ul><p><strong>Requirements</strong></p><p><strong>What you'll bring to the team</strong></p><p></p><ul> <li>Technical support background.</li> <li>Email and chat experience.</li> <li>Knowledge in supporting applications (Zapier / Typeform).</li> <li>Must be willing to work in US hours (including Pacific Time zones).</li> <li>With at least 1+ Year of working experience a SaaS environment.</li> <li>Knowledge of principles applied in supporting applications and a good understanding of Application Support processes.</li> </ul><p><strong>Benefits</strong></p><p><strong>What we offer you</strong> </p><p><br/></p> <ul> <li>🌍 Work from anywhere and full flexibility. </li> <li>✈️ Bi-annual international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece. </li> <li>📈 An autonomous/entrepreneurial work style where your success is measured by results (not time). </li> <li>🤯 The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books. </li> <li>🤝 An open, honest, creative, and results-driven environment where your opinion is highly valued. </li> <li>💻 Flexible equipment policy with a budget that renews every year. </li> <li>🏢 Co-working policy: If you prefer to work from a co-working space, we'll help pay for it.</li> </ul>