Associate DXP Support Specialist
at Acquia

Summary

Join Acquia as a Customer Support Specialist to empower the world's most ambitious brands to create digital customer experiences that matter. As a key member of our global team, you will serve as the first point of contact for customers' requests via web-based cases, live chat, and phone, ensuring timely resolution of sophisticated challenges in real time for a diverse, global customer base.

Requirements

• Bachelor’s degree preferred, ideally in a STEM related field
• Minimum of 2 years customer facing experience at a Tech company
• Basic understanding of Mac, Linux, and Windows OS
• Comfortable with LAMP stack and using command line interfaces is required
• Exceptional ability to connect information to people, both written and verbal, in a clear, concise, and empathetic way
• Flexible Hours: ability to work nights and weekends during on-call shifts and holiday coverage

Responsibilities

• Serve as the customer's first point of contact for their requests via web-based cases, live chat, and phone, ensuring they are handled, monitored, and resolved in a timely manner
• Determine how to best triage, escalate, and/or resolve sophisticated challenges in real time for a diverse, global customer base
• Assist with preliminary troubleshooting and/or advising best practices across our multi-cloud suite, which may even include product updates or software configurations
• Craft clear, concise, and courteous communications to a diverse audience, leading our interactions with customers and other Acquians with empathy
• Collaborate with technical teams (T2-T3 Support, Cloud Ops, Professional Services) and non-technical teams (Customer Success Managers, Account Ops, Billing) to understand the full value of our products
• Utilize available resources like our knowledge based articles and internal documentation to help customers, then make updates and/or suggestions to keep improving them