Associate Product Support Engineer
Workiva
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $23 - $36 per hour
About the role
- Provide technical and functional expertise to customers through phone, chat, and ticket management
- Manage customer inquiries within expected time frames, escalating only when necessary
- Maintain professionalism and establish positive rapport with customers
- Troubleshoot customer issues using application knowledge, experience, and self-guided research
- Resolve complex customer issues independently or with minimal assistance
- Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources
- Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability
Requirements
- Undergraduate degree or equivalent combination of education and experience in a related field
- Ability to multitask and manage changing priorities
- Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud
- Strong communication skills across various channels (email, phones, ticketing system)
- Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics
- Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving
- Basic or intermediate experience in database support or network security support preferred
Benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdatabase supportnetwork security support
Soft Skills
communicationmultitaskingself-motivatedresults-orientedcoachingproblem-solving