Customer Support Engineer

Lead the way through innovating, problem-solving, and helping your customers succeed through providing exceptional service.

We’re a growing startup team working on a challenging, yet very exciting cloud product.

Responsibilities

• Provide support to customers during the on-boarding phase.
• Work with the Customer Success Team and at times directly with corporate contacts to provide updates on a project rollout.
• Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions via our support management system.
• Provide support in partnership with the Customer Success team to diagnose, research, document, and resolve escalated issues.
• Coordinate with Customer Success team to help draft, edit, and maintain both internal and customer-facing documentation.
• Provide feedback on internal processes and best practices in an effort to continually improve the customer experience and overall customer support flow.
• Attend internal and customer-facing training to learn about product enhancements.
• Support customer accounts to maintain favorable, long-term relationships.

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Education

4-year college degree or comparable experience

Experience

1. Up to one year experience providing customer support
2. Knowledge of word processing tools and spreadsheets (MS Office, Google Drive, etc.), as well as strong internet navigation skills.

Experience Domain

• Prior knowledge of Database system
  

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Languages

• English
• French, Spanish, German (optional)

Skills

1. Ability to work early morning hours and flexibility to work overnight if needed.
2. Ability to work weekends. Workdays will rotate, requiring all Customer Support On-boarding Specialists to work 1-2 weekend shifts a month.
3. Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
4. Ability to work independently when needed, as well as collaborate across multiple teams.
5. Embodies teamwork, open communication, excellence in service, integrity, and accountability.
6. Able to work in a fast-paced environment.
7. Able to work with detailed procedures and program guidelines.
8. Self-motivated quick Learner.
9. Great attention to detail.

Environment

• Workplace: In-office or Remote
• Job Condition: Challenging, Demanding
• Job Tools: Laptop, Subscriptions for required tools

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Please apply from here!

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