Customer Support Engineer


Premium Job From Chili Piper

Recruiter

Chili Piper

Listed on

21st January 2022

Location

Remote (Europe)

Salary/Rate

DOE

Salary Notes

DOE

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

**Currently hiring within the PST to GMT+10 time zones**

Company Description

Chili Piper is a B2B SaaS startup. We fuel today's high-growth revenue teams. And our advanced routing and booking software make it possible for sales and marketing teams to book meetings instantly and generate more revenue while spending less.

We're a certified unicorn breeder™ with amazing customers like RingCentral, Airbnb, Square, Intuit, Spotify, Twilio, and many other cool logos.

We're growing fast. And we don't mean that in the cliché way. We are sitting on fresh rounds of funding, and are ready to take over the world (in the most civil and appropriate way possible, of course).

Job Description

The goal of the Department of Customer Love is to be the voice of our customers and drive change. You'll be the closest to the customer and interacting with them daily, so we're leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add Customer Support Engineers across three regions: Americas (PST to EST), EMEA (GMT-4 to GMT+3), and Asia/Australia (GMT+3 to GMT+10).

What You'll Do 

Learn how Chili Piper works and why our customers use it

Shadow colleagues, learn best practices for what makes CP Customers successful

Resolve customer questions in chat, email, and over zoom

Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals

Juggle customer conversations while maintaining five-star customer service standards

Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions

Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome

Be consistently hitting and exceeding your customer experience goals

Browse through logs to find specific events

Replicate behaviors or bugs

Keep an eye on critical issues and alert the engineering team

Who You Are 

Personable, kind, and you love helping customers

Curious, motivated, and you love problem solving

A team player. You are very comfortable asking for help and always ready to help others

Qualifications

What We're Looking For

Experience with CSS/HTML/Javascript & REST API's

Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc....)

Experience with logs (AWS, Google Cloud, Graylog)

General knowledge about APIs and endpoints

Experience with JIRA

3+ years in software (SaaS) customer support

Salesforce Admin Certified a plus

Marketo, Hubspot, Pardot, or Eloqua certified a plus

Must be able to work within the PST to GMT+10 time zones (either in PST to EST, GMT-4 to GMT+3, or GMT+3 to GMT+10)

Additional Skills 

Passion for Chili Piper Values of Help, Innovate, Have Fun

Thrive in a fast pace environment with ability to prioritize and multi-task on the fly

Resourcefulness, creativity and strategic thinking for troubleshooting problems

Self motivated and self-directed; Fast learner

Strong English communication and documentation skills

Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently

Strong attention to detail and documentation

Comfortable in supporting and working with global customers across many time zones

Additional Information

How We Work

Freedom and flexibility. We're a 100% distributed team working from around the world. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom.

Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software.

Autonomy and ownership. Working on a distributed team means you don't have someone micromanaging you or looking over your shoulder to make sure you're getting things done. We're a team of do-ers who take full ownership for their results.

Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.

The Perks

Unlimited Vacation

50% Women in leadership at Chili Piper

Generous Health, Dental, and Vision Insurance

WeWork membership so you can work from anywhere

Any equipment/software/tech that you need to do your job

$2,000/year professional development stipend

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