Senior Customer Support Specialist

Leanix Watertown , MA 02472

Posted 4 weeks ago

LeanIX is searching for a rock-solid Sr. Customer Support Specialist who is a master of the Customer Support domain. Based on broad and, in relevant areas, deep technical knowledge, this person is able to solve all kinds of support requests. Our Sr. Customer Support Specialist will serve as a mentor and give guidance to less senior colleagues and new hires. The ideal candidate is able to identify problem patterns and removes them systematically, as well as drive automation and scalability in Customer Support.Responsibilities:

  • Solve the most complex customer support requests
  • Be a technical expert of the LeanIX platform and its ecosystem
  • Be a key player in knowledge sharing and knowledge building within the Support team
  • Work as a mentor and support the evaluation of prospective new employee
  • Work cross-functionally with the Customer Success Management, Engineering teams and Developers in order to solve complex customer cases
  • Provide excellent documentation (e.g. steps to reproduce) for support tickets when the request is forwarded to other teams
  • Take on leadership of developing team OKRs
  • Handle support requests from a variety of different channels (zendesk, Intercom, Online Community, Calls)
  • Contribute to improving the LeanIX Support process

Requirements

  • 2-4 years of relevant working experience
  • Motivation to gain expert-level knowledge of the LeanIX platform and ecosystem
  • Strong programming skills
  • Analytical mindset

About Us:

LeanIX aspires to become the number one SaaS solution to modernize IT architectures. We are well on our good way. Hundreds of well-known brands such as adidas, Zalando, Atlassian and Vodafone make better decisions in IT with LeanIX.

LeanIX is not just the product, it is also a great place to work. Colleagues from dozens of countries jointly make our vision reality. Yes, we have to work hard to achieve our ambitious goals. But, we have everything needed to do so. We have invested a lot in a working environment that allows everyone to thrive. We believe in open access to leadership, transparent communication, personal development, a modern, airy working environment, and that our world-class team deserves the best software stack money can buy.

As an equal opportunity employer, LeanIX is committed to a diverse workforce. You will receive consideration for employment without regard to race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Customer Support Specialist

Leanix

Posted 11 months ago

VIEW JOBS 1/13/2020 12:00:00 AM 2020-04-12T00:00 <p>The Customer Support team at LeanIX is a critical part of our current and future success, and we are looking for absolutely, and only, the best people out there with a passion for educating our customers as well as solving their problems as they work within the LeanIX product suite. The Senior Customer Support Specialist will be a master of the customer support domain and will grow to serve as a hands-on team lead for the overall Customer Support team. </p> <p><strong>What is waiting for you?</strong></p> <ul> <li>A fun, fast-paced and growing company with LeanIX</li> <li>A Customer Success team that values accountability, transparency and innovation</li> <li>A collaborative environment within the Customer Success team as well as across the Sales, Marketing and Product teams </li> <li>Working with state-of-the-art Customer Support tool</li> </ul> <p><strong>Responsibilities:</strong></p><p></p><ul> <li>Lead Customer Support Specialists with a hands-on approach to enable them to solve their support cases efficiently</li> <li>Leads the team towards achieving the defined KPIs, including first-response resolution</li> <li>Continuously improves LeanIX support process and enforces execution based on defined processes</li> <li>Demonstrates support attitude and service orientation</li> <li>Drives change in the company based on learnings from support cases.</li> <li>Identify patterns and resolve systematically with a focus on scaling the Customer Support team</li> <li>Participate in root cause analysis and resolution of reported problems</li> <li>Ensure all issues are systematically tracked, escalated and communicated to the proper teams</li> <li>Contribution to the enhancement of our product documentation library</li> <li>Proactively communicate with customers and team members regarding status of customer inquiries or problems</li> </ul><p><strong>Requirements</strong></p><ul> <li>5+ years of relevant work experience is desired</li> <li>Strong leadership, communication and problem-solving skills</li> <li>Significant experience in analysis, resolution and debugging of software problems</li> <li>Experience with providing wholistic education on basic, and best practice, related inquiries</li> <li>Ability to confidently speak at both a business and a technical level</li> <li>Understanding of ITIL, or similar, customer service frameworks</li> <li>Working knowledge of Python, HTML, CSS, Javascript or other programming languages is a plus</li> <li>Working knowledge of the IT management and/or Cloud management domains</li> </ul> Leanix Watertown MA

Senior Customer Support Specialist

Leanix