: Technical Support Representative
Quick Base is revolutionizing the way people work by enabling professionals to develop their own cloud-based applications for driving vastly improved work productivity. With more than 500,000 users and a presence in over 50 of the Fortune 100 companies, we are quickly expanding our stake in the high-growth, multibillion-dollar SaaS, PaaS and mobile markets.
Quick Base is headquartered in Cambridge, MA and was recently ranked as a Boston Business Journal best place to work. Come join us as we grow!
 
About the team:
At Quick Base, we believe that exceptional employees are not only the key to our success, but also to our customers’ success. Our teams are small, diverse, nimble and highly empowered to drive Customer Support excellence. Each team owns its own commitments and outcomes. Our employees enjoy interesting challenges, learn fast, and strive to do the best work of their life.
 
Position Overview:
Responsibilities:
  • Excellent problem-solving skills and the ability to learn the Quick Base product
  • Provide world class support to our premium support customers
  • Provide detailed feedback to Product on requests from our most strategic accounts
  • Use your support and development background to enable customer success using the Quick Base Platform as a Service technology
  • Respond to complex inquiries of a technical or functional nature that are not routine and require deviation from the standard screens, scripts and procedures
  • Partner closely with the Escalations lead with customer issues that need to be escalated to the Product Development team
  • Assists in training and/or coaching other Tier 1 employees
  • Creatively solve problems with a bias toward innovation
  • Provide support that generates a high level of customer satisfaction.  Can effectively move detractors to promoters through customer interactions
Qualifications:
  • Excellent problem-solving skills
  • High analytical skills including researching, analyzing and determining root cause to problems
  • A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals
  • Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data
  • Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
  • Ability to manage multiple priorities within a fast paced environment
  • Previous experience in customer service, banking, financial services or call center experience is helpful
  • We are looking for folks that want to WOW and deliver for customers, work hard and have fun doing it
  • Understanding of database concepts
  • BA/BS Degree
Behavioral and Interpersonal:
  • Ability to collaborate with stakeholders in different teams to influence change through a matrix organization.
  • Strong organizational, analytical skills and problem solving ability – both strategic and tactical planning.
  • Self-starter and intellectually curious.
  • Exhibit deep customer empathy
  • Natural ability to be transparent and open to feedback.
  • Sense of urgency, resourceful and never sacrificing quality.
  • Capacity to work in a high growth, fast-pace environment.
  • Strong interpersonal, strategic and tactical planning and analytical skills. “Can do” attitude and intense desire to excel.
  • Collaborative, team player with high standards and ethics.
  • Ability to mentor and help coach others both technically and personally
Full-time

Employee Testimonials

Alice Hinshaw
Product Manager

What do you do at Quick Base?

I am a Product Manager. That means I get to help our new customers plan, build, and deploy their first apps with Quick Base. 

What does Customer-Obsessed mean to you?

Customer-Obsessed to me means always going the extra mile to make sure my clients are getting the most value out of Quick Base and to make sure they have everything they need to feel comfortable at every point in the building process. 

Tell us about a time you exhibited Quick Base's value of "Customer-Obsessed"?

After being out of the office for Empower and vacation I was checking in on the health of one of my accounts to see if they had registered for any University courses or submitted any Care cases etc. while I was away. I found they had submitted a Care case asking for ideas on how to set up a unique formula field that would count the number of records created each day and label each record with its number. I learned that this was an incredibly complex problem, so I got curious about this and decided to do a little more digging to see what I could set up. After a little tinkering I was able to come up with a creative, streamlined solution that I passed on to the client. They were thrilled I had taken the extra initiative to figure this out and we are slated to implement the solution in their app next week!

What's your favorite part about working at Quick Base?

My favorite part about working at Quick Base is getting to see all of the diverse ways our customers use it to solve their workflow problems. With such a versatile product I'm always fascinated to see how our customers have tailored it to suit their needs!

Steve Percoco
VP, Sales Strategy & Innovation

What do you do at Quick Base?

I get to help people, prospects and customers, transform the way they and the companies where they’re employed, do their work. I am forever impressed by the way teams put our technology to work in their business.

What does "Courageous" mean to you?

Doing what’s right, always, even if doing what’s right goes against the tide, the grain, the consensus.

How do you exhibit Quick Base's value of "Courageous"?

Pioneering and presenting new commercial approaches for customers and partners that are not yet stood up – but for which deliver value for Quick Base and our customers.

What's your favorite part about working at Quick Base?

I run to work every morning, gratefully, simply to have the chance to sell and help sales people sell our capability - the stories I get to tell after learning what our customers do with Quick Base.  It’s “expletive” awesome.

 

Ryan Murray
Senior Application Developer

What do you do at Quick Base?

I'm a senior application developer on the Business Enablement Team. I build the Quick Base apps that help run Quick Base!!

What does “Simplify” mean to you?

To Simplify something is to break down all the clutter and focus on what's truly important.

Tell us about a time in which you exhibited Quick Base’s value of “Simplify”?

Every day! Our colleagues will come to us with a problem or a process that they want to systematize. It's our job to Simplify that process and build it into Quick Base

What’s your favorite part about working at Quick Base?

Easily the people. We work with a great team full of passionate people who are always trying to make Quick Base better.

Meg Ashur
Senior Counsel

What do you do at Quick Base?

I work closely with teams across the organization to problem solve, and support them by providing legal advice. My day to day often includes contract negotiation, document drafting, calls with customers and vendors, corporate governance and compliance work, and keeping up with an ever-changing regulatory landscape.

What does "Trusted" mean to you?

Trusted means being a reliable resource to the teams that I support, and in turn, to our customers. It means being open when I don’t have an answer on the tip of my tongue, but then figuring out and providing that answer in time for it to be useful.

Tell us about a time that you exhibited Quick Base's value of "Trusted"?

As an attorney, I am bound by confidentiality obligations that make it difficult to describe a specific instance. I guess that in itself is an example of how I am "Trusted"! 

What's your favorite part about working at Quick Base?

I love the work environment. My coworkers are a major part of this—the people here work hard, are smart and creative, and are fun to be around. Everyone here contributes to moving the needle forward on our product and our in workplace. The way we work is another huge component—I love that we run our business on our product, we really live what we preach. I have a hand in creating the applications that I use every day to do my job. As a non-technical person, that feels really good.

Gev Hovsepyan
Senior Software Engineer

What do you do at Quick Base?

I’m Senior Product Manager at Quick Base, focused on platform governance and security.

What does “Exceptional” mean to you?

Exceptional for me means to wake up every day and know that you are going to do everything you can to be better person, professional, husband, etc. than yesterday.

Tell us about a time in which you exhibited Quick Base’s value of “Exceptional”?

Recently I helped to organize first  Quick Base Hackathon, and the reason I did that was because I wanted to do something more than just being good product manager, I wanted to serve the teams that deliver value to our customers every day.

What’s your favorite part about working at Quick Base?

Here at Quick Base we build product that helps our customers to be more productive, more agile, more effective every day, which saves them time and resources that they spend on things that matter to them. With every feature we deliver we are making an impact, and that’s my favorite part about working at Quick Base.