Technical Support Leader at BW Packaging designing and embedding data - driven support strategies across EMEA. Collaborating with cross - functional teams to enhance operational excellence in technical support.
About the role
- Technical Support Engineer providing technical support for customers in a fast-paced SaaS environment. Collaborating with the customer support team to enhance user experience and resolve issues.
Responsibilities
- Become a Technical escalation and resource for the CS team.
- Convert technical details into thoughtful understandable Customer responses
- Identify, reproduce, and document bugs for the engineering teams
- Make active contributions to help achieve team goals and successes
- Complete Level 2 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
- Assist the Professional Services team as needed with technical implementations.
- Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
Requirements
- 5+ years of Customer Service experience
- Technically oriented – willing to learn new systems quickly and savvy in tools like Postman, API, Dev Console, Kibana
- Experience as an Encompass Admin
- Passionate about customer support
- Ability to communicate technical problems in a elegant and tactful way
- Strong communication and writing ability
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
Benefits
- 100% paid medical/vision/dental/disability/life insurance for full time employees
- Flexible vacation
- Hybrid environment; 3x weekly in an innovation hub in Dallas, TX
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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