Customer Support Representative

Raleigh/Durham, North Carolina

The ideal candidate should have a strong interest in photography, either as a professional or a serious enthusiast, possess a passion for helping people, have an abundance of online knowledge, have good technical and analytical skills, and want to work in a dynamic and creative small-company environment.

Zenfolio is headquartered in Menlo Park, CA (in the heart of Silicon Valley), but this position is for our Raleigh/Durham, NC office.

Responsibilities:

  • Become the first level of interaction for live chats, e-mail inquiries, and phone calls. Customer interactions include requests for technical assistance as well as general pre-sales and how-to questions.
  • Ensure timely responses to all inquiries (for example, we try to respond to all e-mails within 10-120 minutes, and chats and phone calls immediately)
  • Effectively articulate complex information to a variety of technical and non-technical users (i.e. helping people who have basic computer skills and need a lot of hand-holding)
  • Educate and empower customers to increase their proficiency on the Zenfolio platform
  • Interact with the photography community on social-networking sites and user forums
  • Identify areas of usability concerns and escalate them for technical resolution
  • Covering support during some weekend and evening hours is expected
  • Assist with inter-departmental projects, as needed

Must Have:

  • Positive attitude
  • Desire to help others
  • Excellent written and verbal communication skills
  • Fantastic time management skills
  • Able to type a minimum of 50 wpm
  • The ability to quickly learn new concepts
  • Adaptability in an ever-changing work environment

Would be Awesome:

  • Previous customer service experience with an online company
  • Experience with Salesforce or other CRM tools
  • Familiarity with photo management tools such as Photoshop & Lightroom
  • Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution
  • Ability to communicate complex technical problems in a “customer friendly” language
  • Passion for photography
  • Working knowledge of both Mac and PC platforms
  • Basic knowledge of web hosting

We Offer:

  • Competitive salary
  • Full benefits: medical, dental, vision, 401(k)
  • Great, positive work environment
  • Working remotely part of the time is a real possibility

How to Apply:

To apply please send us your resume and a short cover letter explaining why you want to work for Zenfolio to stephenb@zenfolio.com.