Remote Associate DXP Support Specialist
at Acquia

Summary

Join Acquia as an Associate DXP Support Specialist and contribute to empowering the world's most ambitious brands to create digital customer experiences that matter. As a key member of our Support team, you will 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.

Requirements

• Education: Bachelor’s degree preferred, ideally in a STEM related field
• Experience: Minimum of 2 years customer facing experience at a Tech company
• Technical Skills: Basic understanding of Mac, Linux, and Windows OS
• Communication Skills: Exceptional ability to connect information to people, both written and verbal, in a clear, concise, and empathetic way
• Team Player: You acknowledge and appreciate the effort, contributions, and compromises made by/with others. You believe in the common purpose of varying teams and keep them in mind

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

Benefits

• Competitive healthcare coverage
• Wellness programs
• Take it when you need it time off
• Parental leave