Customer Support Engineer

Summary

Join Ometria's Customer Support team as a Customer Support Engineer and play a critical role in delivering excellent customer support experiences. You will be responsible for answering inbound queries via tickets, calls, and live chat, investigating API integrations and complex application problems, identifying documentation needs, and collaborating with other teams. The ideal candidate possesses experience handling tiered support tickets for a data-focused software company, exceptional communication skills, a passion for customer experience, and strong organizational and data-driven abilities. This fully remote role is based in the UK. Ometria offers a supportive and inclusive work environment with various benefits.

Requirements

• Experienced - you have experience handling tiered support tickets for a data-focussed software company (or similar)
• Excellent communicator - you have exceptional writing skills and can communicate technical information in a clear, concise way to a variety of stakeholders - from CMOs to Developers on the phone and by email. You know how to make clients happy and go out of your way to do so
• Passionate about customer experience - You know what makes customers happy and go above and beyond to deliver epic services, getting it right the first time
• Organised - you are able to work in a really fast paced envionrment, juggling multiple tickets at the same time
• Data-driven - you're comfortable working with big data sets and are able to manipulate these to pull interesting insights using tools such as Excel/Google Sheets

Responsibilities

• Answering all in-bound queries (tickets, calls and live chat) from our customers using our ticketing platform (Zendesk)
• Queries range from passing on simple 'How do I...' queries to internal teams, to investigating API integrations, HTML template queries and more complex application related problems
• Identifying new documentation requirements or updates to existing documentation and sharing with our product team
• Sharing knowledge within the team to help identify issue trends and up-skill peers
• Working closely with the Customer Success and Development teams, capturing feedback on product enhancements, reporting issues and account trends
• Participating in our paid on-call rota system for emergencies once up to speed

Benefits

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)