Senior Enterprise Support Specialist

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

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.