Full-Time Customer Support Engineer

Our goal is to exceed expectations through our next-generation product, as well as through our amazing service.

Our Technical Support team is integral to building great relationships with our customers and partners. The Customer Support Engineer is responsible for assisting with support issues through chat, Zendesk, and Zoom.

As a 15Five product expert, you will be the face of our brand and the first-line support for our customers.

A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers.

A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position.

OUTCOMES

1. Maintaining a positive, empathetic, and professional attitude toward customers
2. Responding within SLA requirement to customer inquiries, acknowledging and resolving customer complaints
3. Communicating with customers through various channels (Zendesk, chat, Zoom)
4. Provide customer support to internal partners such as CSMs, AMs and Sales
5. Recording customer feedback
6. Feel comfortable with providing Support Leadership feedback on current processes
7. Develop relationships with key stakeholders to maximize satisfaction and retention levels
8. Communicating with proper grammar and punctuation
9. Bringing in other areas of the business to contribute to revenue and customer maturity goal.
10. Consistently meet QA goals
11. Hold Office Hours with customers
12. Technical Troubleshooting
13. Ask powerful questions to understand issues
14. Use problem-solving skills and troubleshooting guides to isolate the issue
15. Knowing our products inside and out to provide the best troubleshooting
16. Focused on learning and finding solutions
17. Hold Zoom calls with customers to troubleshoot issues live where necessary
18. Handle technical issues for our Priority Customers
19. Technical Writing
20. Identify technical documentation needs of end users and or internal teammates
21. Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
22. Organize and edit supporting documents for various product functions
23. Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)
24. Peer Coaching
25. Perform weekly Peer QA to give feedback to peers
26. Treat feedback received with a growth mindset
27. Respond to team questions and help teammates out when possible and knowledgeable

COMPETENCIES

Communication: Communicates with the team about any trends they are seeing in Support, helps answer peer questions in the support channel, and communicates clearly with customers to educate and help support their intended outcomes.

Peer Coaching: Completes weekly QA for peers with high-value feedback, and participates in the support team channel to help with team questions.

DESIRED EXPERIENCE

• At least 3 years of experience in high volume customer or technical support
• At least 2 years specifically in SaaS
• Experience with Zendesk, Django, Jira, Zoom and Slack
• Knowledge of HR and HRIS’ a plus
• Impeccable writing and speaking skills
• Attention to detail
• High levels of empathy and emotional intelligence
• Curiosity mindset
• Must be a self-starter and have good time management skills

SAMPLE WEEK IN THE LIFE

• Monday: Join Company Meetings, respond to customers, schedule meetings with customers for the week and join Team Huddle.
• Tuesday: Attend the Support Team sync call, update customers on issues and reply to new tickets and respond to replied tickets.
• Wednesday: Reply and resolve customer issues, 1-on-1 with manager
• Thursday: Attend Tier 2 Team Sync, join any training sessions and reply and resolve customer issues.
• Friday: QA for peers, fill out Check-in, resolve any tickets before the weekend, and finish off the week with a Team Huddle.

Possible employment type: full_time

Possible allowed location: USA

Possible salary: $58,000 - $61,000 + equity + bonus + benefits

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