Remote Technical Support Engineer

Summary

Join our Technical Support Engineering Team as a Technical Support Engineer, where you'll be the face of Outreach and the voice of the customer, helping customers achieve their goals and being an expert in all things Outreach.

Requirements

• Bachelor's degree or 1-3+ years of technical support experience, preferably at a SaaS company
• Excellent written and verbal communication skills in English
• Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
• Ability to work independently and make decisions. Demonstrated ability to manage priorities in a fast-paced environment
• Demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers
• You have a high attention to detail and you don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again

Responsibilities

• Working both independently and as a team, in a fast-paced environment, directly with our customers
• Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
• Providing articulate, high-quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
• Collaborating with teams across different departments

Benefits

• Highly competitive salary
• Amazing working space with a running track on its roof
• Flexible time off, 5 weeks of vacation, and 5 annual sick days
• 4% employer supplemental pension monthly contribution
• Private medical care for employee and spouse with Program Health Plus
• Life insurance at 2x annual salary
• 5,000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
• 16 weeks of annual top-up maternity leave pay or 8 weeks of fully paid paternity leave
• Opportunity to be part of company success via the RSU program
• Company-organized and personal paid volunteer days to support the community that supports us
• Relocation package - support offered for foreign future employees and their families relocating to Prague