Customer Support Engineer - Chicago, United States - Workiva

Description

If you choose not to give your consent, parts of our website may not work. **Summary**

The Customer Support Engineer (CSE) is responsible for responding to customer issues across our Wdesk and Wdata platforms. Support consists of troubleshooting issues with customers, identifying problems, researching answers, and guiding the customer through corrective steps. A key component of this position will consist of providing technical and functional support to customers over the phone, chat or case management. A CSE provides product information and resolves most administrative and product problems which our customers face. They are responsible for owning the customer experience and improving our ability as a business to support their dynamic needs.

**Responsibilities**

Customer Support: Support customers by providing technical and functional expertise over the phone, chat and case management.

Manages customer inquiries within the expected time frame and acts as the escalation point within Tier1 support, only escalating above themselves when required

Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer

Troubleshoots customer issues by utilizing knowledge of application, experience and by self-guided research of issues

Capable of resolving complex customer issues with minimal assistance from escalated assistance

Provides a high quality customer experience to produce or maintain raving fans

Contributes to improving the customer experience - offering ideas and being part of the improvement process to benefit the customer

Work with Customer Success, Professional Services, and all tiers of support to solve problems or identify opportunities - act as the POC for support

Train and mentor other engineers on the team - create accountability and professionalism within the team

Edit or write new documentation or customer facing content to represent the support experience

Lives the Workiva Values and Principals and guidelines on how to produce results and improve the business

**What You'll Need**

Skills

Ability to multi-task and manage changing priorities

Ability to understand intermediate to advanced math concepts

Ability to communicate via email, phone, chat and other customer channels

Moderate technical aptitude, with high competency in using Google Drive, Microsoft Office Suite, OneCloud & Workiva products

Strong communication (verbal, listening and writing) skills

Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics

Enjoys and excels at problem solving and assisting others

Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements

Proven ability to meet established timelines and service level agreements

Demonstrates strong sense of customer service with ability to identify customer needs and expectations and respond in a timely and effective manner

Represents the team as an advocate in cross-functional team meetings or projects

Helps to create and maintain a positive and vibrant culture in Support

Experience

Fluency in Spanish required

Previous experience in accounting or finance preferred

1+ years experience in a support/service role for a financial services company or technical support organization

Nice to have, not required: Basic or Intermediate experience with database support or network security support

Education

High school diploma required; associates or bachelor's degree preferred

Working Conditions & Physical Requirements

Varying and overtime hours required during peak seasons

Reliable internet access for any period of time working remotely, not in a Workiva office.

Travel

Minimal travel

How Youll Be Rewarded

Base Pay Range in Colorado: *$20 - $28/hour*

Restricted Stock Units granted at time of hire

A discretionary bonus typically paid annually

401(k) Match

A shift Premium provided for night and weekend work

**The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.**

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**Where Youll Work**

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Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment weve created.

**Customer Success****:** Always delight our customers.

**Trust:** Rely on each other.

**Integrity:** Do the right thing, every time.

**Collaboration:** Share resources and work together.

**Innovation:** Keep creating solutions and finding better ways.

**Inclusion:** Support a diverse community where we all belong.

**Accountability:** Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they needbacked by our culture of collaboration and diverse thoughtto continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of todays most challenging problems.

At Workiva, youll enjoy:

**Fantastic Benefits:** With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.

**Casual Dress:** Workiva has a casual work environment, most people wear jeans to the office.

**Involvement:** Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more

**Work-life Balance:** We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.

**Learn more about life at Workiva:**

**Learn more about benefits:**

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .

*Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment. Effective October 18, 2021, proof of COVID-19 vaccination is required to visit any Workiva office, attend in-person meetings, or travel for business purposes.*