Customer Technical Support Engineer
3 weeks ago
Role: Customer Support Specialist (Technical)
Experience: 3-5 yrs
Work timing: US Shift (6pm to 3am - IST)
About the role
We're looking for Chennai based Customer Support Specialists to join our global team and own the support queue, working with our Product Managers, Engineers and engaging directly with Integrate’s customers, across our multiple product lines.
Our goal is to delight our customers and become one of Integrate's biggest competitive advantages We do this through driving revenue, improving customer satisfaction, increasing retention, driving product adoption, providing valuable feedback to our product team and much more
Great Customer Support is crucial and something we take seriously at Integrate, which is highlighted by the regularly customer satisfaction praise that we receive from our customers.
You'll be responsible for answering tickets, prioritizing requests and going above and beyond to help resolve any issues. You’ll have the ability to drive your role with a keen eye for larger trends and share valuable insights from customer conversations that inform product decisions and improvements.
Responsibilities
- You’ll become an Integrate product expert
- Actively manage the support queue to answer and resolve Integrate product-related issues, by promptly dealing with tickets in a timely, human manner and answering questions via a number of channels.
- Join customer calls to provide input on platform related issues or questions.
- Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStory
- Collaborate with Product and Engineering with regards to new support tickets submitted to Jira
- Provide testing as needed for specific Integrate product releases
- Populate and update the Integrate Knowledge Base with applicable information and documentation.
- Deliver product-related training (working in conjunction with training partners) as needed.
- Own projects related to improving our support, processes, and self-service.
- Update the pipeline of customer suggestions and feedback to improve Integrate Products.
About you
- Previous experience in a similar role within a B2B SaaS environment
- Background in technical troubleshooting
- Technical and analytical skills (coding as a hobby, side project or otherwise)
- Testing & documentation experience
- Experience working with CRM and Marketing Automation Software, such as Salesforce
- Experience with ticket management systems is a plus e.g. JIRA, Zendesk
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