Customer Support Engineer

Location: Denver, CO

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

Located in Denver | Reports to Director of Customer Success:

FullContact was founded in 2010 with a goal of solving the world’s contact management problem. We’re the leading open platform for 360 degree customer, company and relationship insights for forward-thinking companies who truly believe in the value of authentic customer relationships.  Delivered via a suite of easy-to-integrate APIs, FullContact provides broader data, deeper insights and actionable intelligence about the people, companies, and relationships that matter most.   

The Role:  

You have good understanding of SaaS , and an enthusiasm for helping technically savvy customers to overcome challenges. You will be an integral member of our Customer Support team, responsible for solution management on support tickets including troubleshooting issues and/or questions, technical escalations, liaising with product & engineering and relationship management.

Responsibilities:

  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience via Zendesk.
  • Develop and maintain a technical understanding of FullContact's data solutions products and APIs.
  • Drive resolution of technical escalations, including identification of root cause and issue resolution.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Build and manage knowledge base content to drive support scalability and improve customer self-service capabilities.
  • Aid Customer Success Managers with problem solving, best practices, and technical solution architecture guidance through phone calls or in-person meetings with customers.

About You:

  • 3-5 years experience in technology, preferably SaaS.
  • You are a self-starter, motivated, with a demonstrated willingness to succeed.
  • You have an established track record of supporting technology products in a customer support capacity.
  • Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).
  • Experience managing, configuring, creating and automating Zendesk reports or analogous support platform. This is a must-have.
  • Experience solving web application issues using standard development tools.
  • Ability to work in a dynamic team environment, multi-task, and perform under pressure.
  • A problem solver who is able to make smart simplifying assumptions.
  • Aptitude for learning new technologies quickly (we have frequent product releases and integrations) and ability to think creatively.
  • Solid technical background (BS or MS in Computer Science, EE, or commensurate experience is preferred but not required).

FullContact is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

 

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