Customer Support Associate

🕒 vor 1 Monat

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Vollzeit

🟢 Junior

🟡 Mittelstufe

💝 Kundenservice

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Zinier

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2015

🤖 Künstliche Intelligenz

🏢 Unternehmen

☁️ SaaS

💰 €90.000.000 Series C im 2020-01

Artificial Intelligence • Enterprise • SaaS

Zinier ist ein Unternehmen, das eine anpassbare, workflow-basierte Plattform bereitstellt, um den Außendienstbetrieb durch generative KI zu verwalten und zu optimieren. Ihr Angebot umfasst Produkte wie die Z Productivity Suite und Studio Z, die entwickelt wurden, um die Terminplanung, den Versand und die Asset-Verwaltung für Außendiensttechniker zu verbessern. Zinier nutzt KI, um Echtzeiteinblicke zu bieten, Routineaufgaben zu automatisieren und die Betriebseffizienz in Branchen wie Telekommunikation, Versorgungsunternehmen und Infrastruktur zu steigern. Ihre Plattform unterstützt Integrationen mit führender ERP-, CRM- und EAM-Software und ist ein leistungsstarkes Instrument für Unternehmen, die ihre Außendienstoperationen digitalisieren und innovieren möchten.

Beschreibung

• Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations • Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality • Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges • Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows • Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases • Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks • Support critical customer operations through escalation handling and occasional on-call support coverage • Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service

🎯 Anforderungen

• 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles • Strong troubleshooting skills with the ability to investigate issues methodically and communicate clearly • Customer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environments • Technical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies • Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms • Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences • Collaborative approach working cross-functionally with Engineering, Product, and customer-facing teams • Comfort operating in startups with evolving priorities, shifting workflows, and high-growth environments • Flexibility for occasional on-call support or after-hours escalation coverage as needed • Bachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience

🏖️ Vorteile

• Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations • Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality • Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges • Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows • Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases • Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks • Support critical customer operations through escalation handling and occasional on-call support coverage • Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service