Technical Customer Success Specialist (New Zealand)

Auckland - New Zealand

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Bitwarden is the trusted identity security leader for millions of users worldwide empowering enterprises developers and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management secrets management and passwordless and passkey innovations. The company is headquartered in Santa Barbara California with team members located across the globe. Learn more at .

We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Customer Success team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members have excellent writing skills: stellar grammar attention to detail and the ability to explain complicated things simply. Success is measured in swiftness accuracy and clarity.

We are looking for a self-starter with experience troubleshooting web and mobile technologies. You will become a Bitwarden product expert and handle common questions about using our products troubleshoot technical issues and ensure customer satisfaction.

The Bitwarden team is all-remote and you will be working remotely via a contract structure and will ideally be located anywhere in New Zealand.

What youll be doing:

Functioning as a Subject Matter Expert (SME) for Bitwarden and our suite of services
Expanding skills in all Bitwarden applications and services in order to guide train and clearly describe the features and functionality to users and/or customers
Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future
Providing superb customer support
Assisting with billing and account management
Collaborating with Sales Marketing Development and Product associates
Sharing and/or alternating weekend shifts with other Customer Success team members

Skills youll need:

Excellent English and grammar
Excellent problem-solving skills (you might not know all the answers but you know how to find and communicate the solutions)
A strong sense of empathy and the ability to advocate for others
A passion for helping Bitwarden users
Experience from a previous technical position (e.g. Systems Administrator Quality Assurance Technician Support Technician Help Desk Technician etc). Equivalent education or demonstrable skills may be accepted
Ability to work remotely

Familiarity with several of the following areas/technologies is preferred:

Bitwarden
Windows macOS and Linux
iOS & Android
Command-line interface (CLI)
GitHub
Freshdesk
Web browser/application troubleshooting
HTML
HTTP
DNS
TLS/SSL

WHAT TO EXPECT IN THE INTERVIEW PROCESS

Selected candidates will be invited to schedule an introduction call and potentially progress through the following stages:

Interview with Customer Success Manager
Interview with Team Member
Interview with VP Customer Success
Interview with Chief Customer Officer

Successful candidates will be asked for references and to authorize and complete a background check. We do not discriminate based on having a criminal record and we encourage candidates to be open with us about anything that may come up on the report so we can discuss in advance and determine impact on the role and company.

A FEW REASONS TO WORK WITH US

Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the worlds largest organizations.
Become an expert. Youll get immersed in the prominent technology markets of security and open source software.
We are dedicated to building an incredible team. Work remotely with motivated and innovative team members and take part in productive and fun meetups.
Learn and grow. Take on new challenges with the support of your team.

Required Experience: