Customer Experience Representative
The Flex
Job Level
Mid-LevelSenior
About the role
- Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs.
- Deliver exceptional customer service experience and technical support to our clients.
- Support non-engineering teams in using, debugging, and understanding the Ada platform.
- Maintain and improve internal product documentation for the client support team.
- Become an Ada product expert and derive structured feature requirements and bug reports from abstract stakeholder information.
- Support platform adoption by assisting stakeholders and ensuring clear communication between customers and engineering.
Requirements
- Proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada’s own product/platform.
- Experience using Postman or CURL
- Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
- Working knowledge of Application Programming Interfaces (APIs)
- Excellent backlog management skills, ensuring service requests are kept up to date
- Analytical and methodical approach to problem-solving and troubleshooting technical issues
- Ability to manage competing priorities transparently
- Ability to explain complex concepts effectively to different audiences and adjust communication style accordingly
- Preference is provided to candidates who can support PST and MST timezones.
