PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud. Visit ourcareers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts! PagerDuty is looking for Technical Support professionals to help our users when they come in contact with our support team. Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base. We strive to be very responsive and to go above and beyond for our customers. We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers. You'll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size. This is an excellent opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and well-funded organization. Responsibilities: Taking all first line calls from customers and identifying initial issues Successfully resolving customer emails and phone requests through the use of varied ticketing, content and task management tools Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4 Improving our documentation and support.pagerduty.com by adding to our processes and documentation with your own suggestions and efficiencies Running some billing and sales related requests Leading tickets from high priority customers on an on-call basis Basic Qualifications: Excellent written communication, work ethic and attention to details skills 2+ years experience handling customer issues through a ticketing solutions (such as Zendesk) 2+ years hands on experience in a tech support capacity, supporting customers using an Enterprise Software or SaaS Solution 2+ years prior experience taking calls directly from customers in a technical support capacity Be willing to work specific hours to provide SLA time-based coverage to our customers (for example 8 am - 5 pm, 9 am - 6 pm) The ability to write about technical subjects clearly The enthusiasm and perseverance to handle customer support and billing requests over the phone Preferred Qualifications: Have any technical experience with coding, linux, desktop support or HTML Hybrid working system, Location Sydney Not sure if you qualify? Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you. Where we work PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events. How we work Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture. Champion the Customer | Put users first to design great products and experiences. Run Together | Build strong teams that amplify our impact on users. Take the Lead | Disrupt and invent to be the first choice for users. Ack + Own | Take ownership and action to deliver more efficiently to users. Bring Your Self | Bring your best self to build empathy and trust with users. What we offer One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site . Your package may include: Competitive salary Comprehensive benefits package from day one Flexible work arrangements Generous paid vacation time Paid holidays and sick leave Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO Company equity* ESPP (Employee Stock Purchase Program)* Retirement or pension plan* Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge Paid volunteer time off - 20 hours per year Company-wide hack weeks Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more. Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time. PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email ****** and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.
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