Customer Support Engineer full time

Bunchball Remote job Nov 23

Bunchball is seeking a dynamic Customer Support Engineer for our technical services & support team. This is an opportunity to join a rapidly growing, privately-held company that is the leader in the Gamification market, serving marquee clients such as Adobe, Verizon, Cisco, SAP, Coca-Cola, Urban Outfitters, VMware, Marriott and many others.

Do you enjoy solving complex technical issues? Are you looking for a customer-facing role in a dynamic start-up environment, where you’ll learn all about the gamification space? Customer Support Engineers resolve customer issues while demonstrating strong customer empathy, responsiveness, and reliability.

What you get to do every day:

  • Diagnose and resolve customer cases for Bunchball clients
  • Replicate complex customer environments to reproduce, diagnose and resolve problems
  • Communicate best practices to customers over email and phone
  • Guide adoption and perform implementation of new support, productivity and diagnostic tools to increase efficiency of the technical support process
  • Assist with customer program administration tasks
  • Work closely with cross functional teams as a product and customer expert
  • Help develop operational processes, guidelines and standards for administration of tools
  • Assist in customer administration training

Successful candidates must be able to demonstrate experience with the following responsibilities and qualifications:

  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
  • Common sense and organizational skills to address challenging and complex questions in an adaptive, high-tech environment

  • Technical writing skills to create and maintain Knowledge Base articles

  • Multi-tasking and time-management to prioritize and switch between varied tasks

  • Excellent decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives Customer service soft-skills such as customer empathy, diplomacy, and problem ownership

  • Efficient, effective communication, written and verbal, both with customers and within internal departments

  • The ability to work both independently and collaboratively

  • Motivation, curiosity, ambition, and the ability to "hit the ground running"

Requirements:

  • 1-3 years experience troubleshooting complex problems in a technical software support or customer service environment
  • Strong hands-on experience in a SaaS or PaaS environment, and familiarity with REST-based APIs is required BA or BS required with education in a technical discipline strongly preferred
  • Understanding of HTML, CSS, and JavaScript is desired, and experience with server-side languages such as PHP and Python is a huge plus
  • Experience with Salesforce CRM tool and Support ticketing systems is a plus
  • Location: Phoenix, AZ; Des Moines, IA; US - Remote

It's an exciting time at Bunchball, with lots to do! We offer a competitive salary, 401(k), and medical, dental, and vision coverage.

Requirements
Availability:
Full-time (40 hrs/wk)
Negotiable rate
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