My Client, a brand new tech company, Irelands first universal and comprehensive identity infrastructure to help businesses of all sizes better verify and protect their customers' identities.
Are seeking to employ a Customer Support Engineer to join the growing team. Your day-to-day will include onboarding new customers, resolving customer issues, answering complex product-related questions, making product recommendations, troubleshooting, escalating technical issues for customer engineering, directing customers to relevant documentation, contributing to documentation, guides and other resources, and implementing processes to improve the efficiency of support.
The Role: ·Be the point of contact for the support needs of emerging customers, resolving customer questions and issues at various stages of their lifecycle post-close, ensuring a timely and accurate response to unblock customers
·Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage and escalate technical issues as needed
·Understand Persona's product and platform deeply and be able to troubleshoot issues, educate customers, and make recommendations
·rack and surface trends in customer issues, which will feed into scalable resources and in-product guidance
·Write and maintain documentation, tutorials and guides to improve the customer experience and scale support
·Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap
Requirements ·Experience working with US-based tech companies
·You've worked in a customer experience, customer support or product support role that required deep product knowledge, ideally for a technical and complex product at a SaaS company
·You have fantastic writing and verbal communication skills, with an emphasis on clarity.
·You can communicate complex issues to both technical and non-technical audiences via email, slack and phone
·You have strong attention to detail and are extremely organized
·You have strong customer empathy and are excited to become an expert on Persona's product.
·You're good at multitasking, moving quickly, prioritizing effectively across a wide variety of tasks and evaluating situational urgency
·You enjoy coordinating and collaborating with internal stakeholders to meet business goals
·You have experience with Zendesk, JIRA, and Slack
·Business fluency in multiple languages a plus (German, Spanish, French etc.)
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