Customer Support Specialist
Provide technical customer support for Envoy's workplace management platform via email, chat, and occasional phone. Troubleshoot software/hardware issues and collaborate with product/engineering teams. Requires 3+ years technical support experience and a BA/BS degree.
Responsibilities
- Own inbound customer communications via email and/or live chat from initial contact until resolution
- Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
- Develop an encyclopedia of knowledge about how Envoy works - troubleshoot issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products
- Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
- Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
- Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
- Influence support processes and shape the tone of Envoy's customer support on a team that spans time zones
- Participate in a teamwide Sunday on-call rotation (2 hours in length) every 8-12 weeks
Requirements
- BA/BS degree required or equivalent experience
- 3+ years' experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required
- Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
- Experience with leveraging JIRA as an issue management platform to track and report on product issues
- Experience with Intercom, Salesforce, Zendesk, or other CRM systems
- Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
- Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels
- Strong analytical, decision-making and problem-solving skills
- Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
- Ability to establish and foster critical relationships with customers & cross-functional stakeholders
- Self-motivated and able to work proactively
Nice to Have
- Basic to working knowledge of SQL
- Basic knowledge of web development technology
- Experience working with Enterprise customers to help resolve complex technical issues
- Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
- Understanding of how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc.)
- Being bilingual
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