If you want to learn how to become a Subject Matter Expert in at least two products that exist within the platform. Proactively help customers avoid potential issues and be responsible for providing clearly articulated solutions to achieve the greatest customer satisfaction. This opportunity is right for you!is role.
• Willingness to support the North America region. Flexible to accommodate urgent customer needs over weekends and public holidays. • Provide high quality 24/7 technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes. • Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines. • Work on the basis that screen sharing calls with the customer are the best way to resolve customer issues rather than email. • Consistently communicate with customers to convey the status of fixes, triage, and questions. • You will ensure that customers are kept informed at all times. • Support on-going efforts in defining best practice for product solutions. • Facilitate and liaise communication across internal teams and update the customers systematically. • Alert management proactively about customer issues that are heading toward escalation or which require special handling. • Report customer use cases, requirements, and enhancement requests. • Characterize customer-found defects and recommend fixes. • Look for ways that the support team can improve our processes, communication, systems, etc., so that we can help our customers more.
This is a comprehensive support role that would require you to be autonomous, able to perform thorough troubleshooting on various types of technical challenges raised by customers, and also communicate directly with customers.
ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago, London, Toronto, Kuala Lumpur, and Bengaluru our products and services help clients accelerate alignment, reduce friction, and connect with their teams, partners and customers. Working at ServiceRocket is more than a job. Our five core values drive our actions and work environment. Our employees, the Rocketeers, fuel our success. But don't just take our word for it – Explore what it’s like to wear the rocket.
Our 5 core values are • Delight the Customer • Share the Knowledge • Build Process to Drive Outcome • Think Team • Talk Straight
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