Customer Support Associate

🕒 il y a 1 mois

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💝 Support Client

🦅 Parrain de Visa H1B

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Zinier

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2015

🤖 Intelligence artificielle

🏢 Entreprise

☁️ SaaS

💰 €90 000 000 Series C en 2020-01

Artificial Intelligence • Enterprise • SaaS

Zinier est une entreprise qui propose une plateforme personnalisable, basée sur des flux de travail, pour gérer et optimiser les opérations de service sur le terrain grâce à l'IA générative. Leur suite comprend des produits tels que la Z Productivity Suite et Studio Z, conçus pour améliorer la planification, la répartition et la gestion des actifs pour les techniciens de terrain. Zinier utilise l'IA pour fournir des insights en temps réel, automatiser les tâches routinières et améliorer l'efficacité opérationnelle pour des industries telles que les télécommunications, les services publics et les infrastructures. Leur plateforme supporte des intégrations avec les principaux logiciels ERP, CRM et EAM, en faisant un outil puissant pour les entreprises cherchant à numériser et innover leurs opérations sur le terrain.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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