Remote Associate Engineer, Customer Support

Summary

Join us at ServiceRocket as a key member of the team responsible for customer support inquiries, ensuring prompt and professional resolution while coordinating internal activities. The role involves providing feedback to the product team, promoting knowledge sharing, and delivering high-level customer satisfaction.

Requirements

• Bachelor's degree in a technology subject
• Strong written and verbal English communication skills
• Strong communication skills and the ability to effectively communicate technical information to non-technical customers
• Strong multi-tasker with the ability to manage multiple customer issues at the same time
• Ability to work independently and in a team environment
• Available for work during Eastern Time hours, weekend and holiday coverage

Responsibilities

• Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience
• Prepare and provide recommended product best practices to customer
• Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs)
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue
• Create best-in-class help content and proactively perform audits for our knowledge base
• Identify and recommend process improvements to deliver the highest level of customer satisfaction
• Engage in ongoing training to develop technical skills and deepen product knowledge

Benefits

• Share the fruit program
• Stock options
• Health insurance
• Retirement plan/funds saving
• Career pathways program
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture