Founded in 2017, Arkestro is a rapidly-growing early-stage startup that is transforming the way every company in the world does Procurement. Our platform leverages state-of-the-art machine learning methodologies, combined with game theory and behavioral science, to enable top global enterprises to manage their spend. By optimizing transactions and providing deep insight into spend data at a massive scale, our customers are able to mitigate supply chain risk, increase efficiency, and achieve best-in-class cost savings without increasing headcount.
Join Arkestro on our journey to revolutionize procurement! Although we are a small startup, we have big dreams and potential. Our customers are some of the most successful and recognized large enterprise organizations in North America. We are seeking passionate individuals to work with our talented team to make an impact on our customer’s lives. If you are a creative problem solver looking for a challenge, or just want to shake up the procurement world, apply now! See Arkestro in action at arkestro.com. About this Role
The Technical Support Engineer II will report to the Director of Customer Support and will be responsible for resolving incoming issues reported by our customers related to their use of the Arkestro platform and for working directly with customers to promote their ongoing optimal use of the Arkestro platform. This person will be responsible for inbound email, chat, and phone support to maintain defined service levels and to ensure customers are productive and happy.
This position requires that your core hours will be Pacific Time - this could be either 9 am to 6 pm Pacific, or 10 am to 7 pm Pacific.
Responsibilities
- Respond to, troubleshoot, and resolve incoming technical and application support issues from customers
- Record and track customer issues with ticketing system
- Receiving incoming calls, chats and emails from customers during US Pacific Time hours.
- Develop strong relationships with customers and a deep understanding of their individual needs and use-cases
- Develop deep understanding of the Arkestro application including both the supplier and the procurement team experiences
- Develop and knowledge and appreciation of procurement as a business function
- Escalate and track resolution of customer issues
- Suggest and implement new procedures to improve customer service
- Create new and improved knowledge articles to reduce support cases
- Update knowledge and skills for changes with new product functionality
- Use customer relationship management software (CRM) and other tools to document customer interactions
- Share on-call rotation responsibilities for occasional 24x7 after-hours support escalations
Qualifications
- You love people and you are authentically passionate about customer service
- You are located anywhere in the U.S. and you will work during Pacific Time (9 am to 6 pm Pacific, or 10 am to 7 pm Pacific)
- You have at least 2 years of experience working in a technical, customer-facing role supporting cloud-based/SaaS technology in a B2B environment
- You understand and genuinely care about common support metrics, best practices, and related success factors
- You have an understanding of SaaS/web application technologies (HTML, JS, CSS)
- You are experienced in writing clear replication steps to reproduce customer issue and facilitate escalations
- You have strong written and verbal communication skills
- You have proven problem solving abilities, including documenting and communicating solutions or workarounds
- You excel at collaborating both internally and externally to resolve customer issues in a timely and effective manner
- You enjoying learning and taking on new challenges
Qualities of the Ideal Candidate
- Experience in a fast-paced, high-growth startup environment
- Familiarity with technical escalations (prioritization, replication steps, issue tracking)
- Preference for at least 1 or more years of experience with procurement/supply chain
- Microsoft Excel skills with ability to create, enhance, organize, and present data
- Familiarity with customer service quality metrics like NPS, CSAT, FCR, FRT, AHT, etc.
- Working knowledge of business processes, workflows and organizational structures
Pay Range
$80,000—$95,000 USD
Arkestro is committed to providing our employees with a benefits package designed to give you the flexibility you need to ensure a healthy life/work balance. Arkestro offers our employees great benefits and perks, including, but not limited to:
- Competitive salary and startup equity
- Health Benefits
- The option to have 100% paid medical and vision plan for you AND your dependents
- Dental Insurance
- Generous 401K matching
- Unlimited PTO
- We are highly supportive of flexible work hours
- We are a remote-first team, but we like to get together for team building, design sprints, and customer visits
- A one time budget of $1,500 for home office supplies
- Annual budget of $1,000 for learning and development
- Diverse, inclusive, highly collaborative, and vibrant culture
Arkestro is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Disclaimer
Please note this job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands. Arkestro reserves the right to change duties, responsibilities and activities at any time with or without notice.
