Remote Customer Satisfaction Specialist

Summary

The job description is for a remote Customer Satisfaction Specialist position at Altium, a company that provides digital platforms for electronics design and manufacturing. The role involves handling customer support requests, troubleshooting issues, expanding technical knowledge, and creating/documenting knowledge base articles.

Requirements

• Degree in Technical subject or engineering
• Fluent in English
• Ability to troubleshoot is required
• Ability to read and follow guides used to resolve common installation and licensing issues

Responsibilities

• Fielding inbound support requests as required to help customers with Altium products questions and queries
• Supporting customers through live chat
• Creating and dispatching technical support tickets
• Assisting customers with common issues such as installation and licensing
• Utilizing remote websessions as an instrument to solve issues/questions
• Resolving and documenting installation, licensing and most commonly asked questions
• Making outbound calls as required to help to resolve customer issues
• Constantly expanding technical knowledge by exploring technical content and Altium products
• Analyzing incoming customer requests for management reports
• Capture and document draft knowledge base articles when applicable
• Review and create knowledge base articles when applicable
• Troubleshoot and resolve technical product related to customer questions

Preferred Qualifications

• Fluency in an additional language is a plus
• *Excellent verbal and written communication skills
• Knowledge of Electronics and the EDA (Electronics Design Automation) Industry strongly desired
• Background in technical support or customer service is a plus
• Background in Saas customer support is a plus
• Background in Information Technology is a plus

Benefits

• Healthcare coverage
• Prescription drug, vision, and dental plans
• HSA and FSA accounts
• Life and AD&D insurance; disability coverage where applicable
• Retirement 401(k) Plan Option with Altium match
• Calm App and Employee Assistance Program
• Paid holidays plus a “Choice Day” off per quarter
• Paid time-off on arising schedule upon key milestones
• Sick time for Dr. appointments or family health needs
• Family medical, maternity, paternity, and military leave
• Flexible working arrangements available based on role and location
• Home internet allowance
• Free lunch, snacks and drinks every day in office
• Free parking