Associate Engineer, Customer Support

October 11

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ServiceRocket

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Training • Support Services • Implementation Services • LMS • Training Services

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Description

• You will be a key member of the team responsible for working on customer support inquiries, ensuring customer support issues are dealt with promptly and professionally while coordinating any internal activities needed to resolve them. • The role will also involve providing feedback to the product team about key issues faced by customers as well as promoting continuous knowledge sharing amongst the team by updating help documentation for common requests. • Overall, we are seeking a friendly, polished communicator who is interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). • The candidate selected for this role must be comfortable with flexible scheduling and will be expected to support customers from 11 am to 8 pm Eastern Time with holiday and weekend coverage required. • Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience. • Prepare and provide recommended product best practices to customer. • Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs). • Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds. • Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue. • Create best-in-class help content and proactively perform audits for our knowledge base. • Identify and recommend process improvements to deliver the highest level of customer satisfaction. • Engage in ongoing training to develop technical skills and deepen product knowledge.

Requirements

• Bachelor's’ degree in a technology subject • Strong written and verbal English communication skills • Strong communication skills and the ability to effectively communicate technical information to non-technical customers • Strong multi-tasker with the ability to manage multiple customer issues at the same time • Ability to work independently and in a team environment • Available for work during Eastern Time hours, weekend and holiday coverage • Nice to have: 1 year of experience in technical support • Nice to have: Customer Service experience • Nice to have: Familiarity with SSO configuration and API troubleshooting • Nice to have: Familiarity with HTML, CSS and JavaScript • Nice to have: Familiarity with SCORM concept

Benefits

• Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit. • Stock options: you have the opportunity to participate in the ownership of the company. • Health insurance: we support you and your family–your well-being matters. • Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. • Career pathways program: you can grow horizontally, vertically, or any way you want. • Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness. • Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.