Customer Support Associate
Opensignal
Date: 3 weeks ago
City: Remote
Contract type: Full time
Remote
How You Will Make An Impact..
You will join our Global Support team as a Customer Support Associate. As a Customer Support Associate you will play a pivotal role ensuring our customers maximize the value of our market-leading telecoms products. You will be the central technical liaison, helping to manage the full customer lifecycle from initial configuration to technical support, ensuring their continued success and product satisfaction.
What you will be doing?
Your role will use innovative tools and will work closely with our Solution Consultants, Product Management, and Engineering Squads to setup & deliver our products, perform configuration changes to add new features & investigate possible bugs, tracking their resolution and rollout to our global customer base.
You will provide support to other customer facing teams to enable our customers to extract competitive advantage & actionable insights to drive their business goals.
Desired Skills & Abilities
You will join our Global Support team as a Customer Support Associate. As a Customer Support Associate you will play a pivotal role ensuring our customers maximize the value of our market-leading telecoms products. You will be the central technical liaison, helping to manage the full customer lifecycle from initial configuration to technical support, ensuring their continued success and product satisfaction.
What you will be doing?
Your role will use innovative tools and will work closely with our Solution Consultants, Product Management, and Engineering Squads to setup & deliver our products, perform configuration changes to add new features & investigate possible bugs, tracking their resolution and rollout to our global customer base.
You will provide support to other customer facing teams to enable our customers to extract competitive advantage & actionable insights to drive their business goals.
Desired Skills & Abilities
- You will have a keen interest in broadband, mobile telecoms, cloud technology and data analytics with a strong affinity to technology and an awareness of AI.
- You will be able to adapt & troubleshoot SQL to query large data sets. An innovative and inquisitive personality with the drive to identify and fix the root cause of problems.
- Knowledge of customer SLA management, monitoring & meeting common Customer Support KPIs.
- Excellent people management skills with the ability to interface with cross-functional teams in a remote working environment to be a customer advocate.
- Experience in troubleshooting complex technical problems.
- Showing problem ownership, research skills, proactivity and diligence with regards to process, documenting troubleshooting & creating high quality knowledge base articles.
- Have experience or a strong understanding of working in a 1st line technical support team monitoring and responding to customer reported issues through email, web, IM & other channels.
- Education in a relevant field.
- Experience working in a fast-paced, entrepreneurial environment.
- Experience with Google BigQuery or another data warehouse.
- Experience in writing and troubleshooting SQL queries.
- Experience in a technical support role or similar function.
- Experience of using tools such as Google Cloud, Apache Airflow, Mode Analytics
- Experience with MS Excel, Tableau, QGIS, GSuite and data visualisation tools
- Experience of command line terminals under MacOS / Linux, editors such as Visual Studio Code
- Experience of Shell scripting, Python, and trouble ticketing systems such as Zendesk, Jira and Wiki systems such as Confluence.
- Experience of making changes to configuration files under version control using e.g. BitBucket or Github.
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