Senior Engineer, Customer Support

April 13

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ServiceRocket

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

201 - 500

Description

• Exceptional support: go above and beyond to delight our customers with their support tickets. You will utilize a best-in-class CRM platform to help enterprise-level customers. • Troubleshooting: you will work on complex and high-stakes queries, delivering solutions at a high-level technical approach. • Fast response and communication: you will engage in chat conversations to gather information and respond to urgent inquiries in real-time. • Process Improvement: identify knowledge gaps, suggest enhancements and work with the team to troubleshoot issues and document the solutions. • Upskilling: continuously improve your knowledge of our products and best practices through ongoing learning. • Collaborate: maintain close communication with Account Managers. For issues beyond the standard resolution process, identify and work closely with the right individuals. • Customer success: Continuously assess and understand the evolving needs of customers. Regularly engage in discussions to identify pain points and anticipate future requirements.

Requirements

• Minimum of five years of relevant experience in customer/technical support or similar roles. Even better if your experience is in Enterprise software and environments! • Expert in handling API and complex technical issues. • Strong experience with CRM platforms and using a variety of tools and software. • Problem-solving: strong ability to solve complex technical inquiries and find fast solutions. • Communication skills: communicating clearly and concisely with customers through our channels. For non-English native speakers, a C1 rating or higher is required (a certificate is a strong plus). • Accountability: be able to work independently in remote settings, keep yourself motivated and manage time to meet goals.

Benefits

• A 20+ year tech services expert of many solutions and partnerships with industry giants. • Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. • We have been certified as a best place to work for our US, Chile and Malaysian offices. • Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.