CoLab Software is hiring a
Customer Support Specialist in United States

Summary

The job is for a Customer Support Specialist at CoLab, helping mechanical engineering teams bring life-changing products to market faster. The role involves providing technical support to customers, managing and maintaining a customer-facing knowledge base (optional), and dealing with sensitive information requiring background checks and security clearance (if US citizen and physically located in the US).

Requirements

• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files
• Experience dealing with external customers in a technical support context for a SaaS web application
• Exceptional interpersonal skills with a broad range of external and internal teams
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
• Ability to communicate effectively and with empathy via phone, web conference, and in writing
• Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
• Experience with a ticket management system like Zendesk, Shortcut or Jira

Responsibilities

• Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
• Champion all aspects of the user’s experience, with a focus on clarity and speed
• Work to clarify and triage customer requests as quickly as possible
• Maintain a positive customer sentiment throughout the support process and escalate appropriately
• Consistently follow up with internal team on open issues
• Independently own the support process and decision matrix, completing retros and updating as necessary
• Assist in the gathering and reporting of quality and support related standard operating objectives and measures

Preferred Qualifications

Experience managing and maintaining a customer-facing knowledge base

Benefits

• Competitive compensation package that includes a stock options package
• Health and dental insurance (covered at 100% for the employee)
• Unlimited PTO
• Remote/Hybrid work opportunities on the west coast of the US