Customer Support Engineer

The Customer Support team at Siteimprove is a critical part of our future success. Customer Support Engineers solve internal and external support tickets while delivering high-quality solutions through professional-level communication and advanced troubleshooting skills. Customer Support Engineers also take ownership of technical issues and work with fellow Customer Support Engineers and the Siteimprove Development team to resolve more advanced issues, when needed.

What you will be doing

• Manage assigned tickets in line with Siteimprove’s Service Level Agreement and with the quality that provides high Customer satisfaction
• Problem solve issues with product interface and reporting capabilities
• Provides Customer support through multiple mediums including, but not limited to: phone, chat, email, and tickets.
• Takes ownership of Customer account setup process through completion
• Responsible for helping maintain quality subscription setup throughout a Customer’s lifecycle
• Takes ownership of technical issues by troubleshooting and qualifying cases before escalating
• Creation of product troubleshooting guides to assist Customers and teammates
• Review the quality of sales demonstrations prior to handing them off to the Sales team
• Maintain practitioner-level knowledge of product features, advantages, benefits, and selling points for effective communication
• Collaborate with others within the team and other departments to ensure the optimal technical setup for every Customer
• Advocate on behalf of the Customer to other departments to ensure Customer needs are met
• Provide recommendations and best practices for emerging opportunities that assist in achieving Siteimprove organizational goals
• Meet and exceed overall Customer churn and satisfaction goals
• Attend meetings and other company functions necessary to perform duties
• Performs other related duties as assigned 

What we will require of you

• Bachelor’s degree in computer and information sciences, communications, marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities
• Minimum 1+ year’s experience in customer/technical support, website management, development role, or equivalent
• Valid Passport

What we will love about you

• Experience working with customer service platforms and ticketing systems
• Knowledge of and/or experience with a Customer Relationship Management (CRM) tool
• Proven record of accomplishment collaborating with global teams
• Knowledge of one or more Content Management Systems
• High-level knowledge of Digital Content Creation, Accessibility, Search Engine Optimization, and Digital Analytics
• Software-as-a-Service (SaaS) Customer service experience
• Excellent verbal and written communication skills working in a professional environment
• Strong collaboration and teambuilding skills
• Excellent, time management, organizational, and planning skills
• Ability to multi-task and adapt to a fast-paced environment
• Proven track record of delivering measurable results

In addition, we hope you will appreciate:

• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and volunteer leave.
• Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.

Siteimprove is an equal opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.