Customer Support Engineer

Our goal is to exceed expectations through not only our next-generation product, but through our amazing service as well. Our Customer Support team is integral to building great relationships with our partners so that we can continue to strengthen our brand and build our business. 
The Customer Support Engineer is responsible for assisting with support issues through chat, email, and occasional video. As a 15Five product expert, you will be the face of our brand and the first-line support for our customers. A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position.
Areas of Focus:Customer Support (50%): Answering customer questions about how to use 15Five’s product and services with focus on customer outcomes. Technical Troubleshooting (40%): Looking into the root cause or reason for issues that customers report to us and escalate or follow up quickly as needed Technical Writing (5%): Creating documentation on any new knowledge you come across, verify new doc information Peer Coaching (5%): Helping your team by answering questions, and giving peer QA

RESPONSIBILITIES

• Customer Support
• Maintaining a positive, empathetic, and professional attitude toward customers
• Responding promptly (within SLA requirements) to customer inquiries
• Communicating with customers through various channels (email, chat, Zoom)
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that you can knowledgeably answer product questions
• Recording customer feedback
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service processes
• Ensure customer satisfaction and provide professional customer support
• Develop relationships with key stakeholders to maximize satisfaction and retention levels
• Communicating with proper grammar and punctuation
• Following internal handoff procedures and collaborating with members of other departments to answer customer questions and solve customer issues
• Bringing in other areas of the business to contribute to revenue and customer health goals.
• Consistently meet QA goals


• Technical Troubleshooting
• Ask powerful questions to understand issues
• Use problem solving skills and troubleshooting guides to isolate the issue
• Hold determination to find a fix or workaround
• Knowing our products inside and out and working with Product and Engineering Teams to troubleshoot issues
• Focused on learning and finding solutions.
• Hold phone/video calls with customers to troubleshoot issues live where necessary
• Write extensive notes according to our Escalation Template when passing off bugs and customer requests to Escalations Team


• Technical Writing
• Identify technical documentation needs of end users and or internal teammates
• Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
• Organize and edit supporting documents for various product functions in Zendesk Help Center and Guru internal documentation
• Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)


• Peer Coaching
• Perform weekly ticket review and give feedback to peers
• Aid peers via Slack or Zoom in troubleshooting as needed 
• Engage feedback received with a growth mindset 
• Respond to team questions and help teammates out when possible and knowledgeable

DESIRED EXPERIENCE

• 1-3 years of experience in high volume customer support, specifically SaaS
• Experience with ticketing system such as: Salesforce Service Cloud,  Zendesk
• Experience with JIRA, Django are a plus
• Impeccable writing skills
• Attention to detail
• High levels of empathy and emotional intelligence 
• Skilled problem solver
• Ability to self-regulate and manage stress, and ask for help when needed
• Resourceful self-starter

DESIRED IMPACT

• Avg Tickets Solved /day (that puts the variance as +/-10% of the TEAM average for tickets solved/day): 20
• Response time SLA: 24 hours
• Average CSAT: 4.0 or higher
• QA: 70% out of 75% 
• Queue management: No more than 5 in queue at the end of the day/ if not closing 20 cases  a day

SAMPLE WEEK IN THE LIFE

• Monday: Join company Boost, reply to customer tickets, communicate with CSMs to sync on open tickets
• Tuesday: Attend team sync call, update customers on issues and reply to new issues, document T