Customer Support Specialist (USA Based)

March 16

CoLab Software

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Setting the standard in engineering collaboration. Simplified design review that lets teams build the future—faster.

Engineering • Computer Aided Design • Software • Collaboration • Mechanical Design

51 - 200

Description

• Provide help and answers to customers' technical issues • Champion all aspects of the user’s experience • Work to clarify and triage customer requests • Maintain a positive customer sentiment throughout the support process • Follow up with internal team on open issues • Triage and escalate requests to other internal teams • Independently own the support process and decision matrix • Complete retros and update as necessary • Assist in gathering and reporting of quality and support related standard operating objectives and measures • Ability to work non-standard hours to ensure coverage across majority of customers time zones

Requirements

• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files • Experience dealing with external customers in a technical support context for a SaaS web application • Exceptional interpersonal skills with a broad range of external and internal teams • Exceptional written communication skills • Ability to effectively communicate technical concepts to non-technical users • Ability to communicate effectively and with empathy via phone, web conference, and in writing • Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console, and performance monitoring platforms like Datadog, New Relic, or AppDynamics • Experience with a ticket management system like Zendesk, Shortcut, or Jira (Nice to Have) • Experience managing and maintaining a customer-facing knowledge base • US citizenship and physically located in the US

Benefits

• Health and dental insurance (covered at 100% for the employee) • Unlimited PTO