Envoy

Customer Support Specialist II

Austin, TX · Mid

Sponsorship not specifiedDetected 4 days ago

SQLAzureJiraSalesforceCRMAccount ManagementCustomer SupportZendeskIntercomDNSCiscoCommunicationCollaborationProblem SolvingMicrosoft Teams

About the role

Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
Able to participate in a teamwide Sunday on-call rotation (2 hours in length) every 8-12 weeks
The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel.

Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
Influence support processes and shape the tone of Envoy's customer support on a team that spans time zones
This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams.

BA/BS degree required or equivalent experience
advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required.
Experience with leveraging JIRA as an issue management platform to track and report on product issues
Experience with Intercom, Salesforce, Zendesk, or other CRM systems.
Outstanding technical communication. ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels.
Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail

Basic to working knowledge of SQL
Basic knowledge of web development technology
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc).
Being bilingual is always a plus!
Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application.
Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.

More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location.
Learn more at envoy.com http://envoy.com

Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution

This listing is sourced directly from Envoy's careers page and normalized into a canonical job model.