Customer Support Engineer

at  Siteimprove

The Customer Support team at Siteimprove is a critical part of our future success. Customer Support Engineers solve internal and external support tickets while delivering high-quality solutions through professional-level communication and advanced troubleshooting skills. Customer Support Engineers also take ownership of technical issues and work with fellow Customer Support Engineers and the Siteimprove Development team to resolve more advanced issues, when needed.

• Manage assigned tickets in line with Siteimprove’s Service Level Agreement and with the quality that provides high Customer satisfaction
• Problem solve issues with product interface and reporting capabilities
• Provides Customer support through multiple mediums including, but not limited to: phone, chat, email, and tickets.
• Takes ownership of Customer account setup process through completion
• Responsible for helping maintain quality subscription setup throughout a Customer’s lifecycle
• Takes ownership of technical issues by troubleshooting and qualifying cases before escalating
• Creation of product troubleshooting guides to assist Customers and teammates
• Review the quality of sales demonstrations prior to handing them off to the Sales team
• Maintain practitioner-level knowledge of product features, advantages, benefits, and selling points for effective communication
• Collaborate with others within the team and other departments to ensure the optimal technical setup for every Customer
• Advocate on behalf of the Customer to other departments to ensure Customer needs are met
• Provide recommendations and best practices for emerging opportunities that assist in achieving Siteimprove organizational goals
• Meet and exceed overall Customer churn and satisfaction goals
• Attend meetings and other company functions necessary to perform duties
• Performs other related duties as assigned