Senior Engineer, Customer Support
ServiceRocket
- El Salvador
- Permanente
- Tiempo completo
- 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.
- 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.
- With 30+ years in the industry,