Product Support Engineer

Role Overview

• Support customers by providing technical and functional expertise over the phone, via chat and ticket management
• Manage customer inquiries within required time frames, in accordance with our support SLA’s
• Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues, with minimal assistance from other resolver groups
• Maintain a high level of professionalism with customers and work to establish a positive rapport through every interaction
• Embrace a culture of knowledge centered service. Through the linking, authoring and editing of Workiva’s knowledge base content, to improve customer self-service resources and support ticket deflection
• Accurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and customer's viewing from the support portal
• Work with Customer Success, Professional Services, and other SME groups to solve wider problems or identify proactive improvement opportunities
• acting as the point of contact for support where required
• Contribute to scoped team projects and assist with mentoring new hires, interns or junior engineers

Requirements

• Undergraduate degree or equivalent professional experience in a related role
• 2 years or more of experience in customer-facing product and/or technical support
• Intermediate application or database support experience
• Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
• Previous experience supporting a SaaS platform
• Ability to understand system logs and reports and troubleshoot code to solve issues
• Familiarity with Zendesk
• Proven ability to meet established timelines and service level agreements
• Self-motivated and accountable to achieve results
• Capable of troubleshooting and facilitating problem-solving through insightful questions
• High competence in the Microsoft Office Suite
• Ability to multi-task and manage changing priorities

Benefits

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.
• Occasional public holiday coverage and overtime hours may be required during peak volume seasons.
• Employee training to adhere to company policies and regulatory standards.