Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
Perform root cause analysis for production errors and recommend improvements. Maintain and perform operations related to the ticketing system.
Identify and resolve problems to prevent recurring issues and improve software stability.
Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
Handle escalations to higher-level support teams or management when necessary.
Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.
Requirements
BA/BS degree in in IT/computing/business management related
Strong communication and written skills in English
Excellent problem-solving and communication skills
3 - 5 years background in Customer Support
Excellent communication, interpersonal, and problem-solving abilities
Strong analytical skills, vital emotional intelligence, and a data-driven mindset
Able to demonstrate good customer handling/customer service skills
Ability to understand and follow established Standard Operating Procedures (SOPs)
Desire to learn about cutting edge technologies
Familiarity and expertise with maintaining ticketing systems, and integrations
Customer-facing role, often requiring regular client meetings and screen-shares
Startup mentality with a desire to assist beyond defined role responsibilities
Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred
Experience with cloud deployments including AWS, Azure, Google Cloud is a strong plus
Benefits
Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
Stock options: you have the opportunity to participate in the ownership of the company.
Health insurance: we support you and your family–your well-being matters.
Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
Career pathways program: you can grow horizontally, vertically, or any way you want.
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