Field Service Engineer, Remote
Illumina
Salary
💰 $7 - $15 per hour
Job Level
JuniorMid-Level
About the role
- Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation.
- Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
- Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
- Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
- Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
- Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs.
Requirements
- 2-3 years of experience in a Customer Support role at a startup or SaaS company.
- Strong sense of urgency and accountability - you take ownership of tickets and follow through until resolution.
- Exceptional troubleshooting skills - you proactively seek answers, investigate thoroughly, and document findings before escalating.
- Clear and professional communication - you can explain complex topics in a simple, friendly, and empathetic way.
- A keen eye for detail and operational efficiency - you recognize patterns, identify process gaps, and propose improvements.
- Experience with our support tool, Intercom.
- Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies.
- Bonus Points: Experience or familiarity with the architecture industry or QuickBooks.
