Support Engineer
ClearlyRated
full-time
Posted on:
Location Type: Remote
Location: Remote • Oregon • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide Level One help desk support
- Handle “how to…” questions from users
- Triage and assign incoming tickets to the appropriate team (e.g. Engineering, Product, Data Ops, CSM, and others)
- Follow through on issues that require expertise from other teams by directing the issue to the appropriate team for further review.
- Provide ticket progress updates to Customer Success Managers and other relevant stakeholders
- Provide high touch support to specific high value customers.
- Engage with the Customer Success Managers to provide success to our customers
- Help upload customer data into the platform as well as validate accuracy of customer data and provide feedback to customers on how to improve provided data
Requirements
- Experience with MS Excel
- Experience with customer support
- Experience troubleshooting customer issues
- Experience working with JIRA
- A high level of written, spoken, and interpersonal communication skills in English
- Team-oriented attitude
- Cross-functional collaboration experience (Engineering, Product, Data Ops, CSM, etc.)
- Ability to work independently with minimal oversight
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
MS Exceltroubleshootingticket management
Soft skills
communicationteam-orientedcross-functional collaborationindependence