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Customer Support Engineer

Chili Piper

Remote

28.06.2022.

JavaScript CSS HTML AWS Jira REST SaaS Cloud intermediate

Company Description

Chili Piper is a B2B SaaS startup. We fuel today’s high-growth revenue teams. And our advanced routing and booking software make it possible for sales and marketing teams to book meetings instantly and generate more revenue while spending less.

We’re a certified unicorn breeder™ with amazing customers like RingCentral, Airbnb, Square, Intuit, Spotify, Twilio, and many other cool logos.

We’re growing fast. And we don’t mean that in the cliché way. We are sitting on fresh rounds of funding, and are ready to take over the world (in the most civil and appropriate way possible, of course).

Job Description

The goal of the Department of Customer Love is to be the voice of our customers and drive change. You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add Customer Support Engineers across three regions: Americas (PST to EST), EMEA (GMT-4 to GMT+3), and Asia/Australia (GMT+3 to GMT+10).

What You'll Do

Learn how Chili Piper works and why our customers use it
Shadow colleagues, learn best practices for what makes CP Customers successful
Resolve customer questions in chat, email, and over zoom
Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals
Juggle customer conversations while maintaining five-star customer service standards
Work closely with customers and our product team to help ship changes that reduce the number of product-related questions
Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
Be consistently hitting and exceeding your customer experience goals
Browse through logs to find specific events
Replicate behaviors or bugs
Keep an eye on critical issues and alert the engineering team

Who You Are

Personable, kind, and you love helping customers
Curious, motivated, and you love problem solving
A team player. You are very comfortable asking for help and always ready to help others

Qualifications

What We're Looking For

Experience with CSS/HTML/Javascript & REST API’s
Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….)
Experience with logs (AWS, Google Cloud, Graylog)
General knowledge about APIs and endpoints
Experience with JIRA
3+ years in software (SaaS) customer support
Salesforce Admin Certified a plus
Marketo, Hubspot, Pardot, or Eloqua certified a plus
Must be able to work within the PST to GMT+10 time zones (either in PST to EST, GMT-4 to GMT+3, or GMT+3 to GMT+10)

Additional Skills

Passion for Chili Piper Values of Help, Innovate, Have Fun
Thrive in a fast pace environment with ability to prioritize and multi-task on the fly
Resourcefulness, creativity and strategic thinking for troubleshooting problems
Self motivated and self-directed; Fast learner
Strong English communication and documentation skills
Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
Strong attention to detail and documentation
Comfortable in supporting and working with global customers across many time zones
Additional Information

How We Work

Freedom and flexibility. We’re a 100% distributed team working from around the world. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom.

Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software.

Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.

Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.