Job Description 

The right candidate will work with our customers ensuring adoption and usage through technical support. You should be an excellent communicator that relishes delivering technical knowledge into an easy to understand format. Responsibilities include but not limited to troubleshooting technical issues, via phone and email, and working with our internal development team for quality assurance testing. You've got to be customer-focused, organized, and have the ability to multitask in our fast-paced environment. 

What you'll do:

• Respond to a support tickets in a timely manner
• Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues  
• Provide support and cater to the specific needs of our new and existing customers
• Recommend and set up customer training sessions 
• Be empathetic and have a tough skin when handling customer complaints and issues. It is imperative that Support Engineers have a friendly and helpful demeanor at all times.
• Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
• Successfully work with internal partners to identify and address any customer issues 
• Provide exceptional customer support and client care

Other qualifying criteria:

5+ years of work experience as a level two technical customer service agent 

Prior experience as a developer is a plus

Excellent written and verbal communication skills

Strong computer skills

Experience with Zendesk, Salesforce, Hubspot is a plus

Data-savvy

Willing to work US hours 

Willing and able to working from home

Additional Details:

Hours of operation 

9am EST- 5pm EST

Tasks and assignments 

Integrations

Audit Integrations on record monthly- work with sales ops to update CRM/MA and enablement tools 

Certification for SFDC 

Certification for Hubspot 

Dedicate time each month with the product and development team to fix and support integration issues

Work