DXP Support Specialist

Summary

Join Acquia, a leading software company, and become a key member of our customer support team. You will be the first point of contact for customers, addressing their requests through various channels. Your responsibilities include troubleshooting issues, escalating complex problems, and collaborating with internal teams to find solutions. You will need strong communication and technical skills, along with experience in a customer-facing role within a tech company. A bachelor's degree is preferred, and flexibility to work 24/7 shifts is required. Acquia offers a comprehensive benefits package, including healthcare, wellness programs, and paid time off.

Requirements

• Experience: Minimum of 2+ years customer facing experience at a Tech company
• Technical Skills: Basic understanding of Mac, Linux, and Windows OS
• Comfortable with LAMP stack and using command line interfaces is required
• Unparalleled passion for assisting customers by addressing their business/technical challenges
• Communication Skills: Exceptional ability to connect information to people, both written and verbal, in a clear, concise, and empathetic way
• Team Player: You acknowledge and appreciate the effort, contributions, and compromises made by/with others. You believe in the common purpose of varying teams and keep them in mind
• Flexible Hours: ability to work in 24/7 working hours and weekends during on-call shifts and holiday coverage

Responsibilities

• Serve as the customer’s first point of contact for their requests via web-based cases, live chat, and phone, ensuring they are handled, monitored, and resolved in a timely manner
• Determine how to best triage, escalate, and/or resolve sophisticated challenges in real time for a diverse, global customer base
• Assist with preliminary troubleshooting and/or advising best practices across our multi-cloud suite, which may even include product updates or software configurations
• Craft clear, concise, and courteous communications to a diverse audience, leading our interactions with customers and other Acquians with empathy
• Collaborate with technical teams (T2-T3 Support, Cloud Ops, Professional Services) and non-technical teams (Customer Success Managers, Account Ops, Billing) to understand the full value of our products
• Utilize available resources like our knowledge based articles and internal documentation to help customers, then make updates and/or suggestions to keep improving them

Preferred Qualifications

• Familiarity with the subscription service business model, especially in B2B, and/or the troubleshooting process is a plus
• Exposure to databases, git basics, site development, PHP development, and/or Drupal skills will make you stand out!
• Project coordination experience is a plus
• Education: Bachelor’s degree preferred, ideally in a STEM related field

Benefits

• Competitive healthcare coverage
• Wellness programs
• Take it when you need it time off
• Parental leave
• Recognition programs