We are looking for a Customer Support Representative to become an integral part of our Technical Global Customer Support Team.
Our ideal candidate is passionate about problem-solving, learning new technologies, and organizing information/data, and is customer-obsessed.
In this role, you will be working directly with customers to resolve their technical issues and quickly enable them to get back to their day-to-day activities.
Dot Compliance is a cloud-based, innovative software company that offers best-in-class eQMS solutions for the life science industry. Leading organizations around the world rely on Dot Compliance to help manage their quality and compliance processes electronically. We strive to ensure customer satisfaction and constantly improve the users experience. We are always looking for passionate, talented individuals keen on becoming part of a growing and dynamic team.
Responsibilities:
- Support tickets via phone, email, and portal.
- Identify, investigate, troubleshoot, and resolve technical inquiries on Dot Compliance software.
- Collaborate with other team members to research and resolve malfunctions.
- Act as a key liaison between the customers and Dot Compliance and ensure customer satisfaction
- Identify outstanding events and provide technical support.
- Prioritize customer issues based on criticality and sense of urgency.
- Provide documentation of technical knowledge.
- Identify repetitive issues and escalate them to the relevant department (management, services, development, etc.).
- Commit to helping the Support Team achieve its goals.
- Work hours to accommodate Pacific Time Zone
Requirements:
- At least 1 year of experience working as a service provider/technical support engineer role within a SaaS environment.
- Technical orientation within the software industry
- Excellent written and verbal communication skills
- Independent learner with the ability to adapt and understand concepts with agility
- Willingness to go the extra mile when helping customers
- Strong problem-solving skills
- Ability to prioritize assignments and manage time
- People-oriented and collaborative approach
We thank all candidates that apply, however only those selected for an interview will be contacted.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Compensation package:
Experience level:
Schedule:
Experience:
- SaaS: 1 year (Preferred)
- Technical support: 2 years (Required)
Work Location: Remote