L1 Customer Support Engineer$ 30k/Year ($ 15/Hour for 40 hours of productive work per week) Remote Position Long-term
We are looking for professionals who want to work for a support team, unlike any other support organization. We expect candidates to have previous experience supporting software products and resolving a high volume of tickets on a daily basis. Agents who can couple their technical acumen with their exceptional verbal and written communication skills. We are looking for smart, driven, curious, and empathetic agents, who are willing to help customers and who will not rest until a problem is solved.APPLY NOW
We understand that excellent customer service is not just about assisting customers. We expect our agents to provide a world-class customer experience. Most importantly, we believe every customer deserves to be heard, cared for, and treated with respect. We put our customers first dealing with each issue one at a time until it is resolved.
We are not a typical customer contact center. You will connect with customers in many different ways with supporting cutting-edge products. You will be empowered to provide end-to-end support, and you are encouraged to problem solve and take accountability for the customer experience. You will be the face of our business, through your words and actions our customers will remember our company.
A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.
Provide a world class customer experience
Be available when customers need you in a 24/7 model
Work one-on-one with customers in helping them succeed with their new toy (our software product!)
Get in front of problems and proactively help customers resolve potential issues
Learn multiple products at the same time
Master playbooks and implement best practices
Resolve calls efficiently and effectively
Meet productivity and quality goals for all tickets solved on a weekly basis
You will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other, and you will learn to keep the pace. You will learn how to work together with a large organization, making all the different parts fit together, in order to improve the end-to-end process of support.
How is the support team organized?
Our current support team has the following structure:
• SVP - Senior Vice President
• VP - Vice President (3-5)
• CSM - Customer Support Managers (8-10)
• L3 PSM - Level 3 Product Support Managers (20)
• L2 CSA - Level 2 Customer Support Architects (50)
• L1 CSE - Level 1 Customer Support Engineers (100-150)
What type of software products do you support?
Please take a look at our portfolio of companies and products here
L1 Customer Support Agents work on weekends?
Yes, you will have a shift that will include weekends.
Which are the metrics you are measured by?
In this position, you will be expected to deliver weekly results. Your results will be measured by quality metrics (internal quality scorecard), customer NPS, and productivity measured by amount of tickets solved per day.