Technical Support

San Francisco Services Full-time
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Blend makes the process of getting a loan simpler, faster, and safer. With its industry-leading digital lending platform, Blend helps financial institutions like Wells Fargo and U.S. Bank increase productivity and deliver exceptional customer experiences. The company processes nearly $2 billion in loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

Blend is growing our Support team to work closely with our customers to maintain fully-functional, high-performing production environments. Support is a highly valued team at Blend, because we will only be successful if our customers are successful. We are looking for an exceptional person to join this team – someone who regularly goes above and beyond to provide the best possible service and relevant solutions to our clients. If you join us, you’ll be part of a small, tightly-knit Support team that is ridiculously good at providing world-class service.

Responsibilities

  • Your daily tasks may include:
  • Resolving Tier 1 and 2 incoming issues via email, chat and phone
  • Translating technical speak and troubleshooting steps in a way that anyone could understand. You may be helping customers with anything from password resets to troubleshooting and replicating product issues reported by customers
  • Gathering feedback: our product team loves to crank out features that our users are asking for

  • Once you're a Blend product expert, you will have the opportunity to assist with:
  • Authoring knowledge base articles for internal and external use
  • Working on various cross-departmental projects
  • Light quality assurance of our product

Requirements

  • Excellent troubleshooting, documentation and communication skills – both oral and written
  • Experience with a support ticket system – Zendesk or Salesforce is preferred
  • A detailed, organized and results-oriented mindset
  • Ability to act in a responsive and sensitive manner to all customer inquiries
  • Superb phone, chat and email etiquette
  • Ability to think outside of the box and find creative ways to solve problems
  • A work style that’s self-directed; you can work autonomously and as part of a team
  • Flexibility – you can work weekends and holidays as needed based on business demands

Nice to Haves

  • 1+ years’ experience supporting an enterprise SaaS solution
  • Bachelors degree
  • Prior experience at a fast-growing startup



Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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