Cloud Account Customer Support Specialist in Austin, TX at Vaco

Date Posted: 8/15/2019

Job Snapshot

  • Employee Type:
  • Location:
    Austin, TX
  • Job Type:
  • Experience:
    3 to 5 years
  • Date Posted:
  • Job ID:

Job Description

Cloud Account Customer Support Specialist

The Team
This team aims to drive awareness and adoption of a tech industry leading cloud platform in the global
startup community. Startups are full of developers and are almost entirely cloud native. They are often the
earliest adopters of new technologies. A startup founded today could become one of the platform's
biggest customers by 2020. The global team is driven, scrappy, and ready to make an impact on the
growth of the platform!
You'll be the face of the program, interacting with startups and/or partners who may or may not currently
be a part of the platform. You will be responsible for processing multiple application types (i.e. upgrade or
extension applications) so startups can continue to engage and grow with our program.

● Research startups that have applied for cloud credits to determine finding level and program
● Provide top-notch customer support for startups and partners that have encountered operational
issues with the startup program such as:
○ extension requests,
○ billing questions,
○ transfer of credits,
○ confusion in using our software tool
○ etc.
● Correspond with customers through email
● Respond promptly and professionally to quickly resolve these issues or escalate them as needed.
● Contribute to documentation to enable repeatability and scaling of support efforts.
Preferred qualifications
● 3+ years in a customer facing role (either in person support or online/phone support) and
passionate about providing great customer service.
● Proven track record of excellent problem-solving and analytical thinking.
● Attention to detail and a passion for improving existing processes to make them more efficient.
● A passion for the startup community and Google's role supporting it as well as a desire to be part
of an ever changing, exciting team.
● Ability to quickly learn and navigate through different tools (Salesforce, email tools, external data
sources, reporting dashboards, etc.)
● Solution-oriented with the ability to work in a fast paced and dynamic environment.
● Demonstrated cross-functional and/or cross-organizational relationship-building skills.
● Experience working with startups is a plus.
● Experience working with Crunchbase and LinkedIn