User Care Specialist Ii

**Role**: User Care Specialist II **Reports to**: User Care Specialist III **Department**: User Care **Location**: Australia, Germany, India, UK, US **Job Type**: Full Time, Exempt **Help us Shape the Future of Data** Anaconda is the world's most popular data science platform. With more than 26 million users, the open source Anaconda Distribution is the easiest way to do data science and machine learning. We pioneered the use of Python for data science, champion its vibrant community, and continue to steward open-source projects that make tomorrow's innovations possible. Our enterprise-grade solutions enable corporate, research, and academic institutions around the world to harness the power of open source for competitive advantage and groundbreaking research. Here is why people love most about working here: We're not just a company, we're part of a movement. Our dedicated employees and user community are democratizing data science and creating and promoting open-source technologies for a better world, and our commercial offerings make it possible for enterprise users to leverage the most innovative output from open source in a secure, governed way. **Summary** **What You'll Do**: - Respond to user tickets, and resolve troubleshooting in a timely manner - Track, monitor and document all support cases to ensure timely resolution and follow-up - Clearly identify and find solutions for customer issues - Research, analyze, and resolve customer questions, requests, and complaints - Communicate professionally to customers in a written format - Coordinate with Product, Marketing, Sales, etc. in reference to customer needs - Follow-up on activity to ensure customer satisfaction - Communicate technical issues and solutions to product, engineering and technical support teams as needed. **What You Need**: - Ticketing or previous Support experience - High level of customer service skills, sense of urgency required - Self-directed, a quick study, and an enthusiastic team player - Strong organizational skills with the ability to manage time and resources effectively - Strong written and verbal communication skills - Intellectual curiosity and is unafraid to ask questions or collaborate with cross-functional teams - Team attitude: "I am not done, until WE are done" - Embody our core values: - Ability & Humility - Innovation & Action - Empathy & Connection - Care deeply about fostering an environment where people of all backgrounds and experiences can flourish **What Will Make You Stand Out**: - Experience working in a fast-paced startup environment - Working on a fully remote and globally distributed team - Experience working in a open source or data science-oriented company **Why You'll Like Working Here**: - Unique opportunity to translate strong open source adoption and user enthusiasm into commercial product growth - Dynamic company that rewards high performers - Collaborative team environment that values multiple perspectives and clear thinking - Employees-first culture - Flexible working hours - Wellness and Remote working reimbursement - Paid parental leave - both mothers and fathers - Pre-IPO stock options - Open vacation policy and monthly company days off known as Snake Days - 100% remote and flexible working policy - we embrace this fully through how we operate as a company. - An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._