Associate Engineer, Customer Support

hace 7 días

Santiago, Chile Service Rocket A tiempo completo

We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you
  1. A 20+ year tech services expert of many solutions and partnerships with industry giants.
  2. Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
  3. Our culture rocks You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

Visit our website to learn more and become a part of our Rocketeer Nation.

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.

What you’ll be doing
  1. Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience.
  2. Prepare and provide recommended product best practices to customers.
  3. Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs).
  4. Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds.
  5. 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.
  6. Create best-in-class help content and proactively perform audits for our knowledge base.
  7. Identify and recommend process improvements to deliver the highest level of customer satisfaction.
  8. Engage in ongoing training to develop technical skills and deepen product knowledge.
What you’ll bring to the table
  1. Bachelor's degree in a technology subject.
  2. Strong written and verbal English communication skills.
  3. Strong communication skills and the ability to effectively communicate technical information to non-technical customers.
  4. Strong multi-tasker with the ability to manage multiple customer issues at the same time.
  5. Ability to work independently and in a team environment.
  6. Available for work during Eastern Time hours, weekend, and holiday coverage.
Nice to have:
  1. 1 year of experience in technical support.
  2. Customer Service experience.
  3. Familiarity with SSO configuration and API troubleshooting.
  4. Familiarity with SCORM concept.

With 30+ years in the industry, Adam is a tech legend. He leads our Global Services team with kindness, empathy, and critical thinking. Together with your Manager, CG, they will enable you to support our customers while you reach new heights.

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

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at . Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email *******@servicerocket.com.

#J-18808-Ljbffr

  • Customer Support Associate

    hace 3 semanas

    Santiago, Chile Sagan A tiempo completo

    Job Title: Customer Support Associate Location: Remote (Ability to work within specified time zones as needed) Work Schedule: Flexible based on company needs, typically Monday to Friday. Company Overview: Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We...

  • Customer Support Associate

    hace 1 semana

    Santiago, Chile Sagan A tiempo completo

    Location: Remote (Ability to work within specified time zones as needed) Work Schedule: Flexible based on company needs, typically Monday to Friday. Company Overview: Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global...

  • Associate Engineer, Customer Support

    hace 6 meses

    Santiago de Chile ServiceRocket A tiempo completo

    Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being. With offices around the world, ServiceRocket’s five-star products and services help tech giants like Atlassian, Salesforce, and Workplace from Meta get the...

  • Associate Engineer, Customer Support

    hace 5 meses

    Santiago, Chile ServiceRocket A tiempo completo

    G'day!We are ServiceRocket , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.Twenty years on and counting, we’ve got your back. Why...

  • Associate Engineer, Customer Support

    hace 1 semana

    Santiago, Chile Servicerocket A tiempo completo

    We are ServiceRocket , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. Why...

  • Associate Engineer, Customer Support

    hace 3 días

    Santiago, Chile Buscojobs Chile A tiempo completo

    We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. Why...

  • Associate Iii, Customer Support

    hace 2 meses

    Santiago de Chile Ingram Micro A tiempo completo

    Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 64 countries and more than 35,000 associates. Position Summary: Takes initial customer calls and answers...

  • Customer Support Advocate

    hace 5 días

    Santiago, Metropolitana, Chile Sagan A tiempo completo

    Job Title: Customer Support AssociateSagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. As a key member of our team, you will bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions with leading American...

  • Customer Support Engineer

    hace 1 mes

    Santiago, Metropolitana, Chile ServiceRocket A tiempo completo

    About ServiceRocketWe are a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of our customers' growth.Job DescriptionWe are seeking a customer-centric and technical-savvy Engineer to join our fantastic support team in Santiago. This role is responsible for...

  • Customer Support Associate

    hace 4 semanas

    Santiago, Metropolitana, Chile RateHawk A tiempo completo

    We're looking for a Customer Support Representative to join our team at RateHawk, a fast-growing international travel-tech company. As a key member of our support team, you'll be responsible for providing exceptional customer service to our international clients and partners via calls and emails.Key Responsibilities:Provide front-line customer support via...

  • Customer Service Field Engineer

    hace 5 meses

    Santiago de Chile Philips A tiempo completo

    **Job Title**: Customer Service Field Engineer **FIELD SERVICE ENGiNEER - CHILE** Field Service Engineers support the technical needs of Philips customers, providing maintenance and installation to HealthTech products & services, maximizing customer satisfaction. Strong customer focus, technical capabilities (installation, product malfunctions, predictive...

  • Technical Support Engineer

    hace 1 semana

    Santiago, Chile CGS A tiempo completo

    Position Description: The ideal Directories Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. You have technical depth and a...

  • Technical Support Engineer

    hace 3 meses

    Santiago de Chile CGS A tiempo completo

    Position Description: The ideal Directories Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. You have technical depth and...

  • Customer Support Associate

    hace 3 semanas

    Santiago, Metropolitana, Chile RateHawk A tiempo completo

    At RateHawk, we're looking for a skilled Customer Support Representative to help us keep our clients happy and operations smooth.Key Responsibilities:Provide excellent customer support via calls and emails for our international clients and partners.Assist clients and partners with existing reservations and answer questions prior to booking.Distribute...

  • Customer Engagement Associate

    hace 5 meses

    Santiago de Chile Novartis A tiempo completo

    390213BR **Customer Engagement Associate**: Chile **About the role** Location: Santiago, Chile About the role: We are seeking a Customer Engagement Associate which is a new role within the company inspired by the best of the world of MSL and Sales Representative. You will be part of a high-performance team in one of the largest pharmaceutical companies in...

  • Associate Application Support Engineer

    hace 2 días

    Santiago, Chile Service Rocket A tiempo completo

    We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. Why...

  • Customer Operations Engineer

    hace 5 meses

    Santiago de Chile Cloudera A tiempo completo

    Business Area: Support Seniority Level: Mid-Senior level **Job Description**: At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open...

  • Associate Application Support Engineer

    hace 4 minutos

    Santiago, Chile ServiceRocket A tiempo completo

    G'day! We are ServiceRocket , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got...

  • Associate Application Support Engineer

    hace 3 días

    Santiago de Chile ServiceRocket A tiempo completo

    G'day! We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your...

  • Customer Operations Engineer

    hace 5 meses

    Santiago de Chile Cloudera A tiempo completo

    Business Area: Support **Job Description**: At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances...