Customer Support Specialist

Skills

AppdynamicsChromeCustomer SatisfactionCustomer SupportNew RelicTroubleshootingWritten

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Day to day

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

Why this team might suit you

Mission, benefits, values and useful company context.

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.

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.

HQ

St John’s

Options

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