Customer Support Specialist II

Envoy; Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Envoy is looking for a dedicated customer support advocate in Austin, Texas. The ideal candidate should have a BA/BS degree and over 3 years of experience in customer support, with strong technical communication skills.

This role includes managing customer inquiries via email and live chat, resolving technical issues across various software and hardware solutions. Applicants should be comfortable in a fast-paced environment and possess advanced troubleshooting abilities.

Qualifications

• 3+ years of experience in Customer Support/Experience function.
• Hands-on experience in a technical support capacity.
• Outstanding technical communication skills.
• Ability to thrive in a dynamic and fast-paced setting.

Responsibilities

• Manage inbound customer communications via email and live chat.
• Resolve technical customer cases within target SLAs.
• Develop best practices to enhance troubleshooting processes.
• Participate in teamwide on-call rotation every 8-12 weeks.

Skills

Technical proficiency

Customer advocacy

Cross-functional collaboration

Analytical skills

Technical communication

Problem-solving skills

Familiarity with JIRA

CRM systems knowledge

SQL knowledge (basic to working)

Web development technology knowledge

Bilingual

Education

BA/BS degree or equivalent experience

Tools

Intercom

Salesforce

Zendesk

Job description

Requirements

• The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel
• This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams
• The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential
• BA/BS degree required or equivalent experience
• 3+ years’ experience in a Customer Support/Experience function; hands‑on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required
• Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
• Experience with leveraging JIRA as an issue management platform to track and report on product issues
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems
• Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
• Outstanding technical communication – ability to explain complex challenges succinctly to both technical and non‑technical audiences in primarily written channels. Exceptional verbal and written skills are essential
• Strong analytical, decision‑making and problem‑solving skills – you are adept at making informed decisions to effectively solve complex problems
• Comfortable working in a dynamic, fast-paced environment with a proven ability to multi‑task and operate with a sense of urgency and keen attention to detail
• Ability to establish and foster critical relationships with customers & cross‑functional stakeholders
• Self‑motivated and able to work proactively; not afraid to take the initiative!
• (Desirable) Basic to working knowledge of SQL
• (Desirable) Basic knowledge of web development technology
• (Desirable) Experience working with Enterprise customers to help resolve complex technical issues
• (Desirable) Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
• (Desirable) You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc)
• (Desirable) Being bilingual is always a plus!

What the job involves

• Working hours for this position are Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed
• Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen‑sharing support may be required
• Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
• Develop an encyclopedia of knowledge about how Envoy works – our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything
• Provide a closed‑loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
• Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
• Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
• Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
• Able to participate in a teamwide Sunday on‑call rotation (2 hours in length) every 8-12 weeks