Technical Support Engineer II
Posted on 9/10/2023

51-200 employees

Experience Level
Desired Skills
Customer Service
IT & Security
Customer Success & Support
  • 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
  • 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
  • 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