Customer Success Engineer

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ReMatter

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software • dispatching • inventory management • scrap • scrap software

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Description

• Own customer support interactions across inbound live chats, phone calls, and emails • Practice active listening and customer focus • Maintain timely and thorough communication with customers in accordance with ReMatter’s SLAs • Partner with customers to troubleshoot hardware issues (IP cameras, printers, ID scanners, scales) • Communicate common customer issues and feedback as the Voice of the Customer • Provide feedback to the product team on product gaps/opportunities • Serve as an expert on the ReMatter platform and enable customers with product knowledge and help center content.

Requirements

• 2-3+ years of experience in a client-facing role, ideally customer support, supporting relationships with complex organizations with multiple stakeholders • A positive communication style with an ability to navigate difficult conversations gracefully • Strong written and oral communication skills • Strong organizational skills and attention to detail • Bias towards action and solving problems customers are facing • Demonstrated ability to work in a fast-paced, dynamic startup environment • Experience writing knowledge base articles / help center content • Nice to Have: Bilingual or proficiency with Spanish • Experience working with IP Cameras or other hardware involving driver installation • Experience working with Intercom and other common support software • Experience in a SaaS environment • BA/BS Degree

Benefits

• Flexible time off policy to balance your work and life • Medical, dental, and vision coverage • 401(k)