Senior Engineer, Customer Support
hace 3 días
Twenty years on and counting, we’ve got your back.
Why is ServiceRocket the place for you
- 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.
Visit our website to learn more and become a part of our Rocketeer Nation.
What you’ll be doing
- 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.
What you’ll bring to the table
- 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.
Your leaders
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, Andy, they will enable you to support our customers while you reach new heights #WeGotYourBack
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