Hybrid Technical Support Engineer – Afternoon/Evening Shift

at Outreach

• Job title: Technical Support Engineer – Afternoon/Evening Shift
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Prague, Czech

About the role

• Technical Support Engineer helping customers resolve issues at Outreach, the only complete AI Revenue Workflow Platform. Utilizing cutting-edge technology to enhance sales processes.

Responsibilities

• Working both independently and as a team, in a fast paced environment, directly with our customers
• Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
• Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
• Collaborating with teams across different departments
• Software tools and systems you’ll use daily: Outreach, M365 / MS Office, Zendesk, Slack, Salesforce, Twilio, Datadog

Requirements

• Bachelor’s degree or 1-3+ years of technical support experience, preferably at a SaaS company
• Excellent written and verbal communication skills
• Experience with the technologies we use, including some, but not limited to: Outreach, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8, Datadog
• Ability to work independently and make decisions. Demonstrated ability to manage priorities in a fast-paced environment
• Demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers
• You have a high attention to detail and you don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion
• **You're willing and able to work the afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break)**

Benefits

• Amazing working space with a running track on its roof
• Flexible time off, 5 weeks of vacation, and 5 annual sick days
• 4% employer supplemental pension monthly contribution
• Private medical care for employee and spouse with Program Health Plus
• Life insurance at 2x annual salary
• 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
• 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
• Opportunity to be part of company success via the RSU program
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• Employee referral bonuses to encourage the addition of great new people to the team
• Fun company and team outings because we play just as hard as we work