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Technical Consultant 5
Ref No.: 18-00028
Location: San Jose, California
Position Type:Contract
***Prescreening Questions to be attached along with the profile in WAND***
  • What is API?
  • What is a profile in Salesforce?
  • What is SaaS and what are advantages of SaaS?
  • What do you feel is the key attribute in solving a problem?
  • What is your troubleshooting process?
  • If you didn't know how to resolve a customer issue, what would you do?
Position summary:
The candidate will be responsible for the successful and timely delivery of  support for Sign customers and escalations from other internal support groups and the wider sales organization. The successful applicant will work directly with customers and our client engineering teams. This position requires the ability to rapidly diagnose problems, evaluate trade-offs and develop reliable solutions. Applicants must have the ability to read, write, and communicate in English.

Responsibilities:
  • Respond to customer inquiries with product and technical issues from a global customer base
  • Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible
  • Assist in communicating to customers about issues impacting their service
  • Verify that the issues have been resolved prior to communicating to the customer
  • Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenge
  • Be fulfilled by solving problems for others (community & product) and enjoy providing excellent customer service
  • Play a key role in growing and improving our culture/framework of great customer service    
Skills:
  • Bachelor's degree in Computer Science, Software Engineering, MIS or equivalent work experience
  • 3-5 years' experience in a customer facing role, ideally in support of high tech products with a track record of customer satisfaction
  • Knowledge of one of the following strongly desired: Salesforce API, Force application, Microsoft Dynamics, Microsoft SharePoint, REST API
  • Candidates with a background in software/product support from either Web based or SAAS solution environment
  • Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues
  • Clear sense of integrity, work ethic and a sincere passion in helping customers solve technical issues
  • Exceptional written and verbal communication with excellent phone mannerism in the English language
  • Strong organizational skills with the ability to juggle multiple tasks and responsibilities
  • Able to work on own initiative and not just prescriptive guidelines
  • First shift, but flexible and willing to cover nonstandard business hours and holidays as needed
Ideal candidates will have a few of the following:
  • Technical background, particularly with online software (SaaS) products with prior experience in customer care, product support or user testing/QA
  • Industry knowledge of financial services, government, healthcare, education, and/or real estate
  • Use of ticketing systems, community management systems, and blogging tools
  • Bonus if fluent in an non-English language
Education:    
Ideal candidates will have a few of the following:
  • - Technical background, particularly with online software (SaaS) products with prior experience in customer care, product support or user testing/QA
  • - Industry knowledge of financial services, government, healthcare, education, and/or real estate
  • - Use of ticketing systems, community management systems, and blogging tools
  • - Bonus if fluent in an non-English language