As a CX Technical Representative for the Extended Services team, your role is to troubleshoot Tier 2 issues affecting our customers. These issues could include first-level escalations from within our team, more complex reliability issues, and sometimes novel issues from 1Password’s Extended Services, ranging from troubleshooting our CI/CD integrations to handling queries related to Extended Access Management. This role is within our Customer Experience Team, or as we like to call it at 1Password: “CX”!
You are equipped with the competencies required to comfortably deal with these more complex issues in a few primary areas of support; alongside this, you have developed competencies to support Tier 1 issues for all of our Extended Services. You contribute in the Tier 2 and Tier 1 spaces respectively, and take on more of a supportive role for your junior colleagues when required.
This is a remote opportunity within the UK. The starting hours for this role will be as early as 6am GMT/UTC and includes weekend shifts, i.e. Tuesday to Saturday, Sunday to Thursday.
Deliverables & KPIs:
Product Knowledge:
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
Health and wellbeing
> Maternity and parental leave top-up programs
> Wellness spending account
> Generous PTO policy
> Company-wide wellness days off scheduled throughout the year
> Wellness Coach membership
> Comprehensive health coverage
Growth and future
> Employee stock option program for all full-time employees
> Retirement matching program
> Training budget, 1Password University access, and learning sessions
> Free 1Password account (and friends and family discount!)
Flexibility and community
> Paid volunteer days
> Employee-led DEIB programs and ERGs and ECGs
> Fully remote environment
> Peer-to-peer recognition through Bonusly
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we’re experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you’ve got questions or concerns about this, your talent partner would be happy to address them with you.
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