What You Will Do:
The Customer Support Specialist, Tier 1, will be among the first line of support for our Document and Sign customers. As the first point of contact for our customers, you will play a vital role in ensuring they receive prompt, professional, and effective support. You will manage incoming inquiries via email, and phone, addressing a variety of customer needs and troubleshooting issues. For more complex or technical cases, you will collaborate with Tier 2 support to ensure timely resolutions.
In alignment with our commitment to inclusivity, you will assist customers from diverse linguistic and cultural backgrounds, including those with limited English proficiency. By utilizing translation tools and resources, you will ensure all customers feel valued and understood, regardless of language barriers.
You will also work closely with internal teams to address support requests through platforms such as Slack, contribute to product development by relaying customer insights, and assist in creating or updating product documentation. Maintaining an up-to-date and comprehensive knowledge base will be a key part of ensuring consistent and exceptional support delivery.
What We Are Looking For:
1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.
A basic understanding of:
Customer service tools (e.g., Service Cloud).
APIs and webhooks.
Strong communication, problem-solving, and interpersonal skills.
Proactive and resourceful with a willingness to learn and grow.
Excellent time-management skills and adaptability to changing priorities.
Flexibility to work weekends, holidays, and late shifts as needed.
How You Will Succeed:
Develop a comprehensive understanding of our products and services in a timely manner.
Provide effective and efficient resolutions to customer inquiries while maintaining a high level of customer satisfaction.
Exhibit outstanding written and verbal communication skills tailored to a diverse customer base.
Collaborate with your team to meet and exceed customer support performance targets.
Accurately document customer interactions and feedback to support continuous process improvements.
Bonus Points
Knowledge/experience in the following:
Online Document and or Electronic Signatures
Basic programming (HTML, CSS, JavaScript)
Experience contributing to the build out and maintenance of both internal and external knowledge bases.
SaaS experience
This is a full-time position based in our Denver office, with an expectation to be in the office 3 days per week.
Top Skills
What We Do
Formstack is a secure workplace productivity platform built to produce ingenious solutions to the everyday work that slow organizations down. From eliminating paper forms to breaking digital silos, Formstack empowers anyone to quickly and easily build custom forms, create documents, and collect eSignatures—all without any specialized skills or coding.
Launched in 2006, Formstack is trusted by more than 25,000 organizations worldwide, including Cleveland Clinic, NHL, Netflix, Twitter, and Butler University, to digitize information, automate workflows and transform processes.
Since its founding, Formstack has focused on fostering a strong, remote-first company culture. The company was named to Inc.’s 2020 Best Workplaces, 2019 Indiana Breakout Tech Culture Awards Winner (Top-Rated Workplace), Indiana Chamber of Commerce’s 2019 Best Places to Work (for the fourth consecutive year), Built in Colorado's 2019 Best Places to Work in Colorado, and 2017 TechPoint Mira Awards Finalist (Company Culture of the Year).
The company has also experienced tremendous growth, recognized numerous years on the Inc. 5000 List and the Indianapolis Business Journal (IBJ) Fast 25, and Colorado Springs Chamber & EDC 2018 Industry Awards (New Business of the Year).
Learn more at https://www.formstack.com.
