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    Technical Support Engineer, Enterprise - Atlanta, United States - Outreach

    Outreach
    Outreach Atlanta, United States

    2 weeks ago

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    Description


    Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives.

    We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups.

    We would like to invite you to apply even if you don't think you meet all of the requirements listed below.

    We don't want a few lines in a job description to get between us and the opportunity to meet you.

    About the Team

    As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company.

    We are the face of Outreach and own that we are the voice of the customer.

    We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team.

    But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves.

    The Role
    The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals.

    This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help.

    As a Technical Support Engineer on the Enterprise team, you will be supporting our Enterprise customers.
    Location
    We are looking to fill this position in Seattle or Atlanta. This is a hybrid position with at least 1-day/week in the office.
    Your Daily Adventures Will Include

    Working both independently and as a team, in a fast paced environment, directly with our customers
    Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
    Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
    Collaborating with teams across different departments
    Software tools and systems you'll use daily: Outreach, GSuite, Zendesk, Slack, Salesforce, Twilio

    Our Vision of You:

    1-3+ years of technical support experience supporting a SaaS platform or Bachelor's degree in related field
    You have a demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers
    You have a high attention to detail and you don't just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again
    You have experience supporting Enterprise level customers with an expectation of high touch, white glove service
    You understand sales, you're technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel and are ready to have a lot of fun in the process
    Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
    We are seeking customer obsessed individuals with technology support and customer facing expertise to provide differentiated support services for the Outreach Platform
    Able to work independently and make decisions. Demonstrate ability to manage priorities in a fast-paced environment

    You embody our core values:
    Play full out, Operate from a mindset of abundance, Win impeccably, Elevate the customer and Rally the culture

    The base salary range for this role is $63,000.00-$117, You may also be offered incentive compensation, bonus, restricted stock units, and benefits.

    Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
    Why You'll Love It Here


    Generous medical, dental, and vision coverage for full-time employees and their dependents


    Flexible time off


    401k to help you save for the future


    Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military


    A parental leave program that includes not just extended time off but options for a paid night nurse, and a gradual return to work


    Infertility/ assisted reproductive services benefit


    Employee referral bonuses to encourage the addition of great new people to the team


    Plus, unlimited snacks and beverages in our kitchen


    We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

    #J-18808-Ljbffr
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