- Joining a dynamic, international team dedicated to enhancing the customer experience.
- Providing initial response, operational assistance, and developing software workarounds.
- Delivering solutions to technical and non-technical users while supporting various technologies.
- Collaborating with Customer Success Managers and Engineers to ensure consistency.
- Systematically tracking, escalating, and communicating all issues.
- Participating actively in a supportive team to gain insights and enhance the product.
- Improving the knowledge base and educating team members.
- Thinking innovatively to provide creative solutions.
- Demonstrating the support team's potential to other departments.
- Owning parts of the support process and mentoring colleagues.
- 1-3+ years of relevant problem analysis experience.
- Excellent communication and interpersonal skills.
- Strong critical thinking abilities and rapport-building skills.
- Proficiency in a second language is a plus.
- Basic technical understanding of related platforms and Customer Support metrics.
- Coding/Scripting skills and software integration experience.
- Passion for solving technical problems.
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Customer Support Specialist - Boston, United States - LeanIX
Description
LeanIX enables organizations to transform continuously. Our platform helps organize, plan, and manage IT landscapes, supporting over 1000 customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management.
We are seeking a Customer Support Specialist based in our Boston office to assess and assist customer requests. As part of the Customer Success team, you will play a crucial role in analyzing and enabling customers to utilize the LeanIX product suite efficiently, aiming to resolve their issues.
In this role, you will build strong relationships with customers, grasp their needs, and educate them on product functionality. It also serves as a stepping stone to roles like Customer Success Engineer, Product Development, and Customer Success Management.
WHAT TO EXPECT:
WHAT WE ARE SEEKING:
LeanIX, known as The Continuous Transformation Platform, supports 500+ customers with three solutions: Enterprise Architecture Management, SaaS Management Platform, and Value Stream Management. We emphasize transparent communication, personal development, workforce diversity, and innovation. We offer Connected Remote Work Mode, allowing flexibility in work arrangements for our teams. LeanIX is an equal opportunity employer that values diversity and ensures a fair interview process for all applicants.
