Customer Support Engineer

Our goal is to exceed expectations through our next-generation product, as well as through our amazing service as well. Our Technical Support team is integral to building great relationships with our customers and partners so we can continue to strengthen our brand and build our business. 
The Customer Support Engineer is responsible for assisting with support issues through chat, Zendesk, and Zoom. 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. 

OUTCOMES

• Customer Support
• Maintaining a positive, empathetic, and professional attitude toward customers
• Responding within SLA requirement to customer inquiries, acknowledging and resolving customer complaints
• Communicating with customers through various channels (Zendesk, chat, Zoom)
• Provide customer support to internal partners such as CSMs, AMs and Sales
• Recording customer feedback
• Feel comfortable with providing Support Leadership feedback on current processes
• Develop relationships with key stakeholders to maximize satisfaction and retention levels
• Communicating with proper grammar and punctuation
• Bringing in other areas of the business to contribute to revenue and customer maturity goal.
• Consistently meet QA goals
• Hold Office Hours with customers


• Technical Troubleshooting
• Ask powerful questions to understand issues
• Use problem solving skills and troubleshooting guides to isolate the issue
• Knowing our products inside and out to provide the best troubleshooting
• Focused on learning and finding solutions
• Hold Zoom calls with customers to troubleshoot issues live where necessary
• Handle technical issues for our Priority Customers


• 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
• Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)


• Peer Coaching
• Perform weekly Peer QA to give feedback to peers
• Treat feedback received with a growth mindset 
• Respond to team questions and help teammates out when possible and knowledgeable

COMPETENCIES

• Communication: Communicates with the team about any trends they are seeing in Support, helps answer peer questions in the support channel, and communicates clearly with customers to educate and help support their intended outcomes.
• Peer Coaching: Completes weekly QA for peers with high-value feedback, and participates in the support team channel to help with team questions.

DESIRED EXPERIENCE

• At least 3 years of experience in high volume customer or technical support
• At least 2 years specifically in SaaS
• Experience with Zendesk, Django, Jira, Zoom and Slack
• Knowledge of HR and HRIS’ a plus
• Impeccable writing and speaking skills
• Attention to detail
• High levels of empathy and emotional intelligence 
• Curiosity mindset
• Must be a self-starter and have good time management skills

SAMPLE WEEK IN THE LIFE

• Monday: Join Company Meetings, respond to customers, schedule meetings with customers for the week and join Team Huddle. 
• Tuesday: Attend the Support Team sync call, update customers on issues and reply to new tickets and respond to replied tickets.
• Wednesday: Reply and resolve customer issues, 1-on-1 with manager
• Thursday: Attend Tier 2 Team Sync, join any training sessions and reply and resolve customer issues.
• Friday: QA for peers, fill out Check-in, resolve any tickets before the weekend, and finish off the week with a Team Huddle.

ABOUT 15FIVE
15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.
At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identit