Customer Support Specialist

Egnyte; Mountain View (CA); Hybrid; USD 95,000 - 105,000; Full time

Benefits offered by this job

Competitive salaries

15 days PTO

Paid holidays and sick time

401(k) with company match

HSA with employer contribution

Employee assistance program

Job summary

Egnyte is seeking a Customer Support Specialist to streamline order-to-cash workflows and deliver exceptional customer service. You will handle inquiries through Zendesk and Salesforce, collaborate with billing and sales to resolve issues, and leverage CRM systems to track interactions and drive process improvements.

The role emphasizes attention to detail, strong communication, and the ability to work across teams in a fast-paced environment.

Qualifications

• Attention to detail and multitask ability.
• Excellent verbal and written communication with audience-tailored messaging.
• Strong organizational and time management skills.
• Experience with Salesforce, reviewing contracts/orders and purchase orders.
• Good understanding of payment processes and billing systems.
• Experience with subscription-based or digital goods business models preferred.

Responsibilities

• Answer internal/external customer inquiries promptly/efficiently through Zendesk and Salesforce.
• Collaborate with internal teams (billing, collections, sales) to resolve customer concerns via phone, email, virtual meetings.
• Use critical-thinking and problem-solving to investigate and resolve billing issues.
• Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions.
• Execute and propose processes to automate/expedite procedures.
• Other AdHoc as needed.

Skills

Customer communication

Time management

Attention to detail

Multitasking

Tools

Salesforce

Zendesk

Job description

MOUNTAIN VIEW, CA - HYBRID 3 days per week in office

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

• Invested Relationships
• Fiscal Prudence
• Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

Our Order-to-Cash team enables Egnyte's customers to access what they've purchased without delay and be billed accurately by managing the full process from signed order to collected payment . We are seeking a Customer Support Specialist to streamline the process for our customers. The successful candidate will have a record of success in time management, customer relations and thinking outside the box to find optimal and scalable solutions to issues that may arise.

WHAT YOU’LL DO:

• Answer internal/ external customer inquiries promptly/ efficiently and professionally through Zendesk and Salesforce
• Collaborate with internal teams (billing, collections, sales) to resolve customer concerns, via phone, email, virtual meetings
• Use critical-thinking and problem-solving skills to investigate and resolve billing issues
• Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions
• Execute and propose processes that will help automate/ expedite process/ procedures
• Other AdHoc as needed

YOUR QUALIFICATIONS:

• High degree of attention to detail and ability to multitask
• Excellent verbal and written communication including understanding how to tailor messages towards different audiences and conveying the objective clearly
• Strong organizational and time management skills
• Experience with Salesforce, reviewing contracts/ orders and purchase orders
• Good understanding of payment processes, billing systems
• Experience with subscription-based or digital goods business models is strongly preferred

COMPENSATION:

• Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $ 95 k - $ 105 k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries and comprehensive benefits
• 15 days of Paid Time Off (PTO)
• Paid holidays and sick time
• 401(k) with company match
• Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
• Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
• Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
• One Medical virtual care, providing you with healthcare access across the country

Equal Employment Opportunity
Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

At Egnyte, we embrace our unique differences and thrive on the individuality of our employees, our products, our customers, our investors, and our communities. Our global Egnyte Employee Communities (EECs) support representation and foster connectedness across our varied workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [e-mail]. Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [e-mail]. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.