Customer Support Representative

Summary

Join Elastic's growing Customer Support team as a Customer Support Representative! Work remotely from anywhere, focusing on resolving customer issues related to billing, account management, platform access, and partner integrations. You will collaborate with internal teams, perform deep analysis of business systems, and educate customers. This role requires strong problem-solving skills, technical troubleshooting experience, and excellent communication skills. Elastic offers competitive pay, health coverage, flexible scheduling, generous vacation time, volunteer time off, parental leave, and more.

Requirements

• A high level of passion and pride in your work, a hunger to learn, and you view change and challenges as opportunities to make things better
• Experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes to keep us growing without stumbling
• Strong ability to independently prioritize and handle your work in a distributed, dynamic, fast-paced environment
• Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems
• Problem-solving skills
• Strong English skills, both written and verbal
• 3+ years of relevant work experience

Responsibilities

• Work directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations
• Become a subject matter authority on partner account billing details and technical processes
• Perform deep analysis across many business systems for any issues related to accounts, billing, and subscription management
• Collaborate with internal technical, development, and financial teams, owning all external communication with customers
• Educate our customers on various aspects of their cloud-based accounts
• Understand and help us improve our business systems and processes to avoid customer issues
• Uncover enhancements we can make to our customer experience
• Communicate trends to Team Leads, Management, and Development to improve our offerings
• Contribute to our knowledge base to drive an ever-improving customer experience

Preferred Qualifications

• Experience with Cloud services in a SaaS environment
• Shown success delivering on cross-functional initiatives
• Experience with business-to-business accounts and billing
• Proven record of handling high-visibility customer critical issues to successful conclusion

Benefits

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave