RemotevilleRemote Customer Support Specialist Job in Los Angeles, CA CoLab Software
Customer Support Specialist CoLab Software
CAD ($) -
AppdynamicsChromeCustomer SatisfactionCustomer SupportNew RelicTroubleshootingWrittenZendesk
Junior (1-2 years) -
Los AngelesCA
Setting the standard in engineering collaboration. Simplified design review that lets teams build the future—faster.
110+ employees
SaaS
Role
Who you are
What the job involves
- Provide help and answers to customers' technical issues by identifying the problem researching answers and providing guidance
- Champion all aspects of the user's experience with a focus on clarity and speed
- Work to clarify and triage customer requests as quickly as possible
- Maintain a positive customer sentiment throughout the support process and escalate appropriately
- Consistently follow up with internal team on open issues
- Consistently and confidently triage and escalate requests to other internal teams in a timely manner
- Independently own the support process and decision matrix completing retros and updating as necessary
- Assist in the gathering and reporting of quality and support related standard operating objectives and measures
- Ability to work non-standard hours to ensure we have coverage across the majority of our customers time zones
Company
Company mission
CoLab is a cloud based platform purpose built for fast, effective design review. Using CoLab, multiple engineers, designers, and other stakeholders can review designs together and build off one another's feedback. CoLab makes it easy to review the right data (including CAD) with all the right people, capture useful feedback, and track issues through to action. CoLab pulls together design discussions previously lost in emails, spreadsheets, and notebooks into a single platform that integrates back into PLM. We call it a Design Engagement System.Company values
- Your most critical product decisions are made everyday in design reviews. But as products get more complex and teams become larger and more specialized, the design review process looks the same as it did 10-20 years ago. So what happens? -43% of design feedback is never documented or addressed -87% of engineering leaders say it takes hours or days to trace the rationale behind a single design decision -90% of companies have product launch delays due to late-stage design changes. These problems won’t be solved by more meetings, better PLM workflows or increased pressure to keep slide decks and spreadsheets up-to-date. These are problems that require a completely new way for engineering teams to work together. CoLab is a cloud based platform purpose built for fast, effective design review. Using CoLab, multiple engineers, designers, and other stakeholders can review designs together and build off one another's feedback. CoLab makes it easy to review the right data (including CAD) with all the right people, capture useful feedback, and track issues through to action. CoLab pulls together design discussions previously lost in emails, spreadsheets, and notebooks into a single platform that integrates back into PLM. We call it a Design Engagement System. Our product, CoLab, is the world's first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.