Customer Support Specialist - Austin, United States - Envoy

Envoy

Verified Company

Austin, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About Envoy:

Envoy's workplace platform has redefined how companies welcome visitors, improve the onsite experience, book desks and meeting rooms, manage deliveries, and access accurate and unified workplace data in 16,000 locations around the globe by designing products that solve common workplace problems.

Envoy provides a simple way to manage your complex safety, security, and compliance needs across all your workplace locations—wherever you need to bring people together.

Rely on smart, automated solutions to common workplace problems, like freeing up unused space and eliminating repetitive tasks.

Not only does this allow you to make the most efficient use of your space and resources, it frees up your team's time to focus on the work that matters.

With Envoy's intuitive technology that employees actually enjoy using, you can create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite.

Unlike companies that offer disconnected workplace solutions and disparate (and often imprecise) data sources, Envoy's platform provides accurate, comprehensive, and unified workplace data so you can make informed business decisions.

Envoy's integrated solutions pull data from multiple sources to ensure that you always have the most accurate data available.

About the Role:

This is a hybrid position that requires at least 3 days a week (Tuesday - Thursday) in our Austin Office.

You will:

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 closedloop 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
community moderation, content development, and other selfserve initiatives across the team
Develop and
document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
Ability to participate in a weekend oncall rotation, as needed, for VIP customers

-
Influence support processes and shape the tone of Envoy's customer support on a team that spans time zones

You have:

-
BA/BS degree required or equivalent experience:

2+ years' experience in a Customer Support/Experience function; hands-on experience in a technical support capacity, aiding customers using an Enterprise Software or SaaS solution
Experience with Intercom, Salesforce, Zendesk, or other CRM systems.

-
Experience with leveraging JIRA as an issue management platform to track and report on product issues
-
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, fastpaced environment with a proven
ability to multitask and operate with a sense of urgency and keen attention to detail:
Ability to establish and foster critical relationships with customers & cross-functional stakeholders
Selfmotivated and able to work proactively; not afraid to take the initiative

Nice to have:

Basic to working knowledge of SQL
Basic knowledge of web development technology
Experience working with Enterprise customers to help resolve complex technical issues.
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc).
Bilingual is always a plus

You'll get:

A high degree of trust in your ideas and execution
An opportunity to partner and collaborate with other talented people
An inclusive community where you feel welcomed and cared for as a person
The ability to make an immediate impact helping customers create a great workplace experience
Support for your personal and professional growth

Compensation description:

Envoy's compensation package includes market competitive salary, equity for all full time roles, and great benefits. If you are located in
Austin, TX, our expected cash compensation for this role is
$61,413- $70K(Annually).
Final offers may vary within the range