A diverse and equal-opportunity company is seeking a customer support specialist who is technically proficient and has client-facing skills. This role involves understanding the dynamics of customer interactions with our software investigation and escalation of customer issues to the appropriate teams (Support and Engineering).
Duties
- Assist customers remotely (by phone, email, screen share, etc.)
- Solve escalated issues promptly and efficiently.
- Boost customer satisfaction and experience by making helpful recommendations
- Engage in routinely scheduled calls with enterprise clients globally
- Assist with onboarding new customers with peculiar technical or business needs
- Collect, document, and communicate customer feedback toward continuous product improvement
- Guide colleagues on relevant topics, and share best practices to improve the customer support system.
Qualifications
- Effective internal and external communication skills (verbal and written)
- Experience in leadership, operations, or support roles
- Problem-solving and technical resolution competencies
- Effective prioritization and organization skills, with the ability to maintain calm under pressure and debug issues in emergent situations
- Remote-working experience.
- Good understanding of basic AWS services (EC2, S3, Aurora, RDS) and their use cases
- Salesforce CRM proficiency
- Experience with investigating and verifying issues using analytics, logging, and metrics tools
- Strong preferences
- Basic skills in any programming language
- Competent use of AWS to deploy and debug cloud-based software
- Proficient with popular web technologies like SQL, REST/SOAP APIs, CLI/bash, etc
- Proven understanding of public cloud architecture(s) and network design (AWS included)
- Experience working with Linux operating system
Benefits
- Work remotely with amazing teammates and flexible personal time off
- 401(k) match
- 100% healthcare coverage, including family
Send your CV to cdicesare@grax.com to apply.