Since you will be the one dealing with the customer on a daily basis and will be the closest to them, we are depending on you to recognize and promote ways that we can continue to enhance the customer experience. We are currently seeking to expand our team in the Americas region by hiring Customer Love Engineers (working PST hours).
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 based within the Americas and willing to work PST hours
How we work:
Freedom and flexibility. We’re a 100% distributed team working from around the world, and we've been fully remote since 2016. 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
Generous Health, Dental, and Vision Insurance
Any equipment/software/tech that you need to do your job
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