Associate Customer Support Engineer

September 4

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Make every customer count with the complete Digital Experience Analytics platform.

user experience • analytics • ecommerce • web site optimization • digital experience

1001 - 5000

Description

• Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk • Answer internal queries from our Sales and Success teams about product capabilities and customer issues • Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed • Manage customer expectations around resolutions and timelines • Act as a customer-facing subject matter expert • Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI • Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!) • Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales

Requirements

• Two or more years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology • Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work • Have a great tone of voice and the ability to explain concepts clearly over written communication • Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job • Have a desire to work in a respectful and collaborative work environment • Full professional proficiency in English