Customer Support Engineer

Remotely.Works; Córdoba; Remote; ARS 600,000 - 900,000; Full time

Job summary

Remotely.works busca un Customer Support Engineer para gestionar consultas y resolver incidencias, asegurando la salud de las implementaciones. Colaborarás con los equipos de éxito del cliente y operaciones técnicas para brindar una experiencia fluida a los usuarios en un puesto 100% remoto.

Entre tus funciones están manejar tickets (correo, chat), triage inicial y escalaciones cuando sea necesario, además de crear guías internas y alertas sobre nuevas funciones.

Qualifications

• Al menos 1 año de experiencia en soporte al cliente en un entorno técnico.
• Experiencia trabajando de forma transfuncional (ventas, éxito del cliente, I+D).
• Experiencia gestionando el ciclo de vida de tickets con sistemas de tickets (p. ej., Zendesk).
• Experiencia brindando onboarding y soporte de entrenamiento a usuarios finales.

Responsibilities

• Atender consultas entrantes y gestionar incidencias a través de canales (correo, chat).
• Convertirse en experto del producto para proponer soluciones precisas.
• Resolver incidencias dentro de SLAs acordados.
• Rastrear tickets y detectar tendencias para abordar puntos de dolor.
• Colaborar con equipos de éxito del cliente y operaciones técnicas.
• Desarrollar y mantener una base de conocimientos interna de soporte.

Skills

Customer support

Cross-functional collaboration

Technical troubleshooting

Tools

Zendesk

Job description

Customer Support Engineer

Empresa : Remotely.works Tipo de empleo : Tiempo completo Córdoba, Argentina

Descripción del trabajo - Customer Support Engineer

As theCustomer Support Associate, you aim to deliver a delightful member experience for our customers. You will be responsible for handling all inbound customer support inquiries, which includes management of ticket life-cycle, from initial triaging to providing effective and timely resolutions. Additionally, the Customer Support Associate will work alongside the customer success and technical operations teams to ensure seamless implementations and maintain deployment health. This is a full-time, remote position.

Customer Support Associate

Core Responsibilities

• Handle inbound inquiries and issues from customers through various support channels (email, chat)
• Become an expert on our product in order to provide accurate solutions for our customers
• Devise creative solutions to problems and escalat**e** critical support tickets to relevant development teams when appropriate
• Resolve issues within agreed upon service level agreements
• Track tickets and pinpoint root causes to identify trends in client issues
• Report support ticket trends to relevant teams and develop plan to address recurring pain points
• Assess need for internal monitors to proactively identify product and data issues
• Ensure ticketing management system automations are aligned with our internal and agreed upon policies
• Develop, maintain, and own internal customer support troubleshooting knowledge base
• Create and maintain in-app guides, messaging, and new feature alerts
• Assist with customer onboarding and training
• Conduct product office-hours for existing customers
• Work alongside the technical operations team and assist with initial data validation

Basic Requirements

• A minimum of 1 year of customer support experience in a technical environment or equivalent experience
• At least 1 year of experience working cross-functionally (sales, customer success, R&D)
• Experience managing ticket life-cycle via ticketing systems (e.g. Zendesk)
• Experience providing end-user onboarding and training support