Customer Support Engineer
Our goal is to exceed expectations through not only our next-generation product, but through our amazing service as well. Our Customer Support team is integral to building great relationships with our partners so that we can continue to strengthen our brand and build our business.
The Customer Support Engineer is responsible for assisting with support issues through chat, email, and occasional video. A 15Five product expert, you will be the face of our brand and the first-line support for our customers. A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position.
Areas of Focus:
Customer Support (50%): Answering customer questions about how to use 15Five’s product and services with focus on customer outcomes.
Technical Troubleshooting (40%): Looking into the root cause or reason for issues that customers report to us and escalate or follow up quickly as needed
Technical Writing (5%): Creating documentation on any new knowledge you come across, verify new doc information
Peer Coaching (5%): Helping your team by answering questions, and giving peer QA
Maintaining a positive, empathetic, and professional attitude toward customers
Responding promptly (within SLA requirements) to customer inquiries
Communicating with customers through various channels (email, chat, Zoom)
Acknowledging and resolving customer complaints
Knowing our products inside and out so that you can knowledgeably answer product questions
Recording customer feedback
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service processes
Ensure customer satisfaction and provide professional customer support
Develop relationships with key stakeholders to maximize satisfaction and retention levels
Communicating with proper grammar and punctuation
Following internal handoff procedures and collaborating with members of other departments to answer customer questions and solve customer issues
Bringing in other areas of the business to contribute to revenue and customer health goals.
Consistently meet QA goals
Ask powerful questions to understand issues
Use problem solving skills and troubleshooting guides to isolate the issue
Hold determination to find a fix or workaround
Knowing our products inside and out and working with Product and Engineering Teams to troubleshoot issues
Focused on learning and finding solutions.
Hold phone/video calls with customers to troubleshoot issues live where necessary
Write extensive notes according to our Escalation Template when passing off bugs and customer requests to Escalations Team
Identify technical documentation needs of end users and or internal teammates
Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
Organize and edit supporting documents for various product functions in Zendesk Help Center and Guru internal documentation
Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)
Perform weekly ticket review and give feedback to peers
Aid peers via Slack or Zoom in troubleshooting as needed
Engage feedback received with a growth mindset
Respond to team questions and help teammates out when possible and knowledgeable
1-3 years of experience in high volume customer support, specifically SaaS
Experience with ticketing system such as: Salesforce Service Cloud, Zendesk
Experience with JIRA, Django are a plus
Impeccable writing skills
Attention to detail
High levels of empathy and emotional intelligence
Skilled problem solver
Ability to self-regulate and manage stress, and ask for help when needed
Avg tickets solved/day (that puts the variance as +/-10% of the TEAM average for tickets solved/day): 20
Response time SLA: 24 hours
Average CSAT: 4.0 or higher
QA: 70% out of 75%
Queue management: No more than 5 in queue at the end of the day/if not closing 20 cases a day
SAMPLE WEEK IN THE LIFE
Monday: Join company Boost, reply to customer tickets, communicate with CSMs to sync on open tickets
Tuesday: Attend team sync call, update customers on issues and reply to new issues, document Tier 1 internal troubleshooting processes
Wednesday: Attend company occasional Boost, resolve customer issues, 1-on-1 with manager
Thursday: Start with team sync call, document Tier 1 internal troubleshooting processes, reply to customer tickets
Friday: Join company boost, reply to new customer issues, QA for peers, fill out Check-in, resolve any tickets before the weekend
15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.
At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer:
- Full Medical, Dental, and Vision Insurance
- Flexible Time Off (minimum 3 weeks off every year)
- Employer paid Short-Term, Long-Term Disability, and Term Life
- 401K with 4% match at 6 months of employment
- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)
- Paid Parental Leave for birth and non-birth parents
- 15 paid holidays in 2024
- TalkSpace (mental health therapy)
- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)
- Best Self Time (2 hours of time each week dedicated to your personal self-care/self-growth/recharge activities)
- Monthly reimbursement for internet
- Sabbatical Program accessed at 7 Years
- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities
For more information see:
Our Mission, Vision, & Values - https://www.15five.com/about
Our People and Culture - https://www.15five.com/about/careers
Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib
Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library
Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!
15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.
The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is $58,500-$68,542 + bonus or commissions + equity + benefits.
Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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