What are the responsibilities and job description for the Customer Support Engineer position at Siteimprove?
The Customer Support team at Siteimprove is a critical part of our future success. Customer Support Engineers solve internal and external support tickets while delivering high-quality solutions through professional-level communication and advanced troubleshooting skills. Customer Support Engineers also take ownership of technical issues and work with fellow Customer Support Engineers and the Siteimprove Development team to resolve more advanced issues, when needed.
What you will be doing
- Manage assigned tickets in line with Siteimprove’s Service Level Agreement and with the quality that provides high Customer satisfaction
- Problem solve issues with product interface and reporting capabilities
- Provides Customer support through multiple mediums including, but not limited to : phone, chat, email, and tickets.
- Takes ownership of Customer account setup process through completion
- Responsible for helping maintain quality subscription setup throughout a Customer’s lifecycle
- Takes ownership of technical issues by troubleshooting and qualifying cases before escalating
- Creation of product troubleshooting guides to assist Customers and teammates
- Review the quality of sales demonstrations prior to handing them off to the Sales team
- Maintain practitioner-level knowledge of product features, advantages, benefits, and selling points for effective communication
- Collaborate with others within the team and other departments to ensure the optimal technical setup for every Customer
- Advocate on behalf of the Customer to other departments to ensure Customer needs are met
- Provide recommendations and best practices for emerging opportunities that assist in achieving Siteimprove organizational goals
- Meet and exceed overall Customer churn and satisfaction goals
- Attend meetings and other company functions necessary to perform duties
- Performs other related duties as assigned
What we will require of you
What we will love about you
In addition, we hope you will appreciate :
The annual salary for this position ranges from $49,900 to $73,300 based on experience and qualifications. The targeted annual salary for this role is $57,200.
This target is designed to set clear expectations and align with our budget for the ideal candidate. We are dedicated to having open discussions about compensation during the interview process to ensure that we find a mutually beneficial match for both you and our team.
PI260859418
Salary : $57,200
