Customer Support Engineer

Summary

Join ServiceRocket, a global tech-enabled services company, as a highly motivated individual to execute customer onboarding initiatives. This crucial role focuses on timely entitlements in a high-volume environment, ensuring timely provisioning and high customer satisfaction. You will collaborate with various teams, maintain key metrics, troubleshoot technical issues, perform root cause analysis, and generate reports. The ideal candidate possesses strong communication, problem-solving, and analytical skills, along with 3-5 years of customer support experience. ServiceRocket offers a variety of benefits, including profit sharing, stock options, health insurance, retirement plans, career development programs, generous allowances, and PTO.

Requirements

• BA/BS degree in in IT/computing/business management related
• Strong communication and written skills in English
• Excellent problem-solving and communication skills
• 3 - 5 years background in Customer Support
• Excellent communication, interpersonal, and problem-solving abilities
• Strong analytical skills, vital emotional intelligence, and a data-driven mindset
• Able to demonstrate good customer handling/customer service skills
• Ability to understand and follow established Standard Operating Procedures (SOPs)
• Desire to learn about cutting edge technologies

Responsibilities

• Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment
• Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime
• Perform root cause analysis for production errors and recommend improvements
• Maintain and perform operations related to the ticketing system
• Identify and resolve problems to prevent recurring issues and improve software stability
• Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality
• Handle escalations to higher-level support teams or management when necessary
• Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction

Preferred Qualifications

• Familiarity and expertise with maintaining ticketing systems, and integrations
• Customer-facing role, often requiring regular client meetings and screen-shares
• Startup mentality with a desire to assist beyond defined role responsibilities
• Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred
• Experience with cloud deployments including AWS, Azure, Google Cloud is a strong plus

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• 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