Writer is hiring a
Enterprise support agent, United States
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Summary
The job is for an Enterprise Support Agent at Writer, a leading AI platform that empowers enterprises like Accenture, Intuit, L’Oreal, and Vanguard. The role involves providing support to enterprise customers, working cross-functionally with different teams, and gathering feedback for product development.
Requirements
- Minimum of 3+ years providing technical support for an enterprise B2B SaaS organization
- Experience working closely with APIs, SSO/SCIM, and tools like Jira, Postman, and Zendesk
- Excellent writing and communication skills are essential
- Comfortable working on-screen with customers to overcome product issues
- Experience working with GenAI/LLMs
Responsibilities
- Provide excellent support to our enterprise customers, acting as the subject matter expert
- Triage and resolve customer issues through our ticketing app (Help Scout) and Zoom
- Support Writer team by answering internal product questions/requests in Slack
- Work closely with product & engineering to escalate and resolve deeper technical issues
- Gather and share platform feedback and feature requests with product and design teams
- Resolve subscription and billing issues via Stripe
Benefits
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for: Home office setup, cell phone, internet, wellness stipend for gym, massage/chiropractor, personal training, etc., Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
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