Customer Success Engineer

4 days ago

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ReMatter

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software • dispatching • inventory management • scrap • scrap software

2 - 10

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 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)