Technical Support Manager developing and structuring support processes for Hermann Sewerin GmbH's innovative solutions. Collaborating with product management and research to enhance customer support efficiency.
About the role
- Technical Support Engineer resolving customer inquiries and technical issues at Orb. Collaborating with teams to enhance support workflows and product quality.
Responsibilities
- Resolve inbound issues through either immediate resolution based on SOPs or through internal ticketing and follow-up with cross-functional teams
- Establish and report on SLAs for customer responsiveness and time to resolution
- Collaborate with our Customer Success, Product Management and Operations teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows
- Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Product, etc.
- Build on our internal playbooks and SOPs, talk tracks, and support knowledge base
- Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing
- Interacting with different personae on an account as you may engage with Billing Engineers, BizOps, PMs, Finance and Execs
Requirements
- 3+ years of experience in a highly technical customer support/service role
- Excellent written and spoken communication
- Comfortable writing scripts or internal tools leveraging APIs
- Functional knowledge of SQL and familiarity with AWS
- Experience programming in Typescript or Python
- Ability to work US east coast business hours
Benefits
- Excellent medical, dental, and vision insurance
- One Medical membership
- Unlimited PTO plus an additional week off between Christmas and New Year’s
- 401k plan
- 16-week paid parental leave with equity vesting
- Commuter stipend
- Catered lunches in the office
- Annual learning & development stipend
- Meaningful equity in the form of stock options
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