Technical Support Specialist
hace 4 días
About the Team
We're the frontline at Outreach, interacting with more customers than anyone else in the company. We're the face of Outreach and own being the voice of the customer. We're driven to recognize patterns and champion results - whether they're process updates, product investments, or training for our own team. Every pattern begins with one conversation, and we have the commitment, empathy, urgency, and expertise to meet every interaction with respect.
The Role
We're looking for a Technical Support Engineer to be the face of Outreach and the voice of the customer. You'll help customers get back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help. As a Technical Support Engineer on the Enterprise team, you'll be supporting our Enterprise customers.
Location
We're based in Mexico City, and this is a hybrid position with at least 3 days per week in the office.
Your Daily Adventures Will Include
Working independently and as a team in a fast-paced environment, directly with our customers
Providing high-quality support to customers by helping resolve support questions, identifying and reporting on trends, and educating on best practices
Collaborating with teams across different departments
Software tools and systems you'll use daily: Outreach, GSuite, Zendesk, Slack, Salesforce, Twilio
Our Vision of You
1-3+ years of technical support experience supporting a SaaS platform or a related field
You have a demonstrated commitment and passion for resolving customer issues and approach those with a strong sense of empathy for customers
You have a high attention to detail and solve the overall problem to prevent an issue from happening again
You have experience supporting Enterprise level customers with an expectation of high touch, white glove service
You understand sales, you're technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel, and are ready to have a lot of fun in the process
You have experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
We're seeking customer-obsessed individuals with technology support and customer-facing expertise to provide differentiated support services for the Outreach Platform
Able to work independently and make decisions. Demonstrate ability to manage priorities in a fast-paced environment
You embody our core values: Play full out, Operate from a mindset of abundance, Win impeccably, Elevate the customer, and Rally the culture
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