Technical Customer Support Representative
Technical Customer Support Representative
The Company
Carbonite delivers easy-to-use, affordable consumer- and small business-focused online backup services worldwide. During the past two and a half years Carbonite has acquired hundreds of thousands of customers in over 100+ countries through direct marketing and channel partners including major PC manufacturers, retailers / e-tailer, ISPs and other software companies. Carbonite's vision is one in which its products are available everywhere and its unique solution to the ubiquitous problem of data loss is the choice for PC and Mac users worldwide.
Carbonite employs 80 people at its Boston headquarters (across the street from the beautiful public gardens), London and Paris. Founded in 2005, our leadership team includes executives who've worked together to found and build multiple, successful New England technology companies in the past (having sold their last, FaxNet, for nearly $300M.)
Our substantial revenue and subscriber growth reflect the fact that Carbonite has effectively addressed an important need in a large market through proprietary technology and a compelling user experience. We have ambitious goals and are passionate about making Carbonite a major success story. In 2009, we hope to grow our subscriber base to 1+ million customers. Attracting and retaining the right talent will be critical to meeting these objectives.
The Position
Carbonite customers depend upon our Customer Support team to assist them with the installation and use of their Carbonite subscription. As Carbonite Technical Customer Support Representative (TCSR), you will be helping our customers with one of the most important activities of their daily lives; ensuring that they have uninterrupted access to the important files and information that that they value.
As a Carbonite TCSRs you will be part of the Customer Support team and responsible for responding to incoming customer support requests via email, CHAT and telephone. You will provide technical as well as non-technical support to resolve issues that the Carbonite Customer may have with their subscription. You will also have the opportunity to assist with marketing, sales and product design activities.
Requirements:
- Associates Degree (A.A./A.S) or; 2+ years of education, training and/or work experience required.
- Bachelor's degree (B.A./B.S.) from four-year college or university; or four+ years related experience or; 4+ years of education, training and/or work experience preferred.
- Good knowledge of either Windows or MAC operating systems required.
- 1 to 3 years experience in a technical customer support role required.
- Strong technical orientation required.
- Strong learning skills in a technical environment.
- Strong aptitude for problem solving.
- Excellent communications skills, both oral and written, and professional phone manners required.
- Ability to work full-time at office in Boston; close to the T.
- Must be available to work either a Saturday or Sunday each week. Overtime may be required.
- Prior customer service or sales experience required.
- Foreign language skills desired include Spanish, French, Japanese, Portuguese, Italian, Japanese, Chinese, or Mandarin.
Characteristics that will make you successful at Carbonite
- Self-learner able to prioritize customer needs and respond accordingly.
- Self-motivated, ability to work independently with little supervision.
- Outstanding organizational as well as written and oral communication skills.
- Attentive to details.
Environment
- This is a typical office environment.
To Apply
Interested candidates should submit a cover letter and resume.
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Benefits
Carbonite offers a comprehensive benefits package. We are committed to providing a competitive portfolio of benefits including health, insurance, and retirement, along with work life programs.
Medical Insurance
Carbonite offers a comprehensive health insurance plan to all full-time and eligible part-time employees through BlueCross BlueShield. We offer two plans and generously contribute to the cost of this benefit. Eligibility begins on first day of employment. Premium contributions contributed by the employee are on a pre-tax basis.
Dental Insurance
Carbonite offers dental benefits through Delta Dental. These benefits are available to all full-time and eligible part-time employees effective on your first day of employment. Premium contributions contributed by the employee are on a pre-tax basis.
Life and other Insurance
In addition to health benefits, Carbonite offers all full-time employees Basic Life, AD& D, Short-Term Disability and Long-Term Disability insurance; the company picks up the cost of these benefits.
Flexible Spending Accounts
Carbonite offers a flexible spending account plan. This plan will allows the employee to make pre-tax contributions through payroll deduction into medical and dependent flexible spending accounts.
Commuter Benefits Plan
Carbonite offers a Commuter Benefits Transit & Parking Plan which is a pre-tax commuter benefits plan that is used to pay for monthly bus, ferry, train or metro passes along with qualified expenses for vanpooling in commuter highway vehicles, and parking expense. Expenses must be incurred when commuting between work and an employee's residence.
401(k) Savings Plan
Carbonite has established the Carbonite, Inc. 401(k) Plan with the objectives of providing for employee security upon retirement and encouraging employees to save on a regular basis.
Stock Options
Carbonite is a pre-IPO, privately held company and we believe in sharing in the success of the company with those who help create that success. As part of your overall compensation package, you will be granted a stock option package, subject to board approval.
Paid Time-off (PTO)
Employees start accruing 15 days of PTO from the moment they join Carbonite. For each completed year of service an employee receives an additional day of PTO up to a maximum of 20 days.
Holidays
You will be eligible for ten holidays per calendar year.
Employee Referral Program
All Carbonite employees are eligible to participate in the employee referral program. Referring employee will receive one of the following bonuses after the referred employee has been employed for 90 days.
Referral Bonus Payout
$1,000 for the hiring of a non-exempt employee
$2,000 for the hiring of a full-time exempt employee below a manager
$3,000 for the hiring of a full-time exempt employee that is a manager or director
$5,000 for a VP
Employee Assistance Plan
Carbonite employees and their eligible dependents are eligible to participate in the Employee Assistance Plan (EAP) effective on their date of hire. This plan provides access to a confidential resource for evaluation, counseling, information, and referrals to help solve work and personal issues.
All benefits are subject to change at the discretion of the Company.