Customer Support Specialist II

About the role

Envoy is seeking a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries. The ideal candidate is a self-starter driven by motivation to excel, with the ability to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams.

The role requires working hours of Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed, and Envoy is currently in office 4x per week Monday through Thursday.

Responsibilities

• Own inbound customer communications via email and/or live chat from initial contact until resolution to support Envoy admins and/or their employees/visitors
• Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible
• Review, investigate, and resolve technical customer cases within target SLAs
• Develop an encyclopedia of knowledge about how Envoy works to troubleshoot a wide range of issues across software, hardware, and wireless connectivity
• Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
• Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
• Develop and document best practices to enhance troubleshooting processes for the frontline team
• Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
• Participate in a teamwide Sunday on-call rotation (2 hours in length) every 8-12 weeks

Requirements

• BA/BS degree required or equivalent experience
• 3+ years’ experience in a Customer Support/Experience function with hands-on experience in a technical support capacity
• Prior B2B experience with a strong understanding of business-client relationships and enterprise solutions
• Experience with leveraging JIRA as an issue management platform to track and report on product issues
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems
• Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
• Outstanding technical communication skills to explain complex challenges succinctly to both technical and non-technical audiences
• Exceptional verbal and written skills
• Strong analytical, decision-making, and problem-solving skills
• Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
• Ability to establish and foster critical relationships with customers & cross-functional stakeholders
• Self-motivated and able to work proactively

Nice to have

• Basic to working knowledge of SQL
• Basic knowledge of web development technology
• Experience working with Enterprise customers to help resolve complex technical issues
• Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
• Understanding of how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc.)
• Being bilingual