Associate Engineer, Customer Support

1 day ago

California, United States Refine Group Full time
Help Desk & IT Support (Information & Communication Technology) Full time We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. We are seeking a highly motivated individual to join our team to execute our customer onboarding initiatives with one of our key clients. This key role focuses on providing customers timely entitlements in a high volume environment. The ideal candidate will play a crucial role in ensuring timely provisioning and maintaining high levels of customer satisfaction during internal transitions from team to team. What youll be doing: Using dedicated systems and tools to process account provisioning related tasks. Processing requests by collecting information from customers about their needs and preferences and providing them with recommendations for products or plans that meet those needs. Ensuring customer satisfaction by resolving tickets and concerns in a timely and effective manner. Supporting and coordinating new customer onboarding activities and providing seamless transition from sales to support (if needed). Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability. Partner with Support, Implementation, CS and Sales teams to establish and refine operations related to provisioning customers from various time zones. Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships. Iterate and improve on strategies and automations that streamline current workflows and tooling. Contribute to team knowledge base when finding solutions to common situations. Champion a customer-first approach that balances personalized support with scalable processes. Providing feedback to Management or relevant teams about customer satisfaction with products or services offered for continual improvement. Success Metrics: Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment. Minimum Requirements: BA/BS degree in IT/computing/business management related. Strong communication and written skills in English. Excellent problem-solving and communication skills. Some experience working with customer onboarding, external & internal customers, internal sales, support and success teams. Basic knowledge in Linux commands & environment. Comfortable using CLI tools for day-to-day tasks. Able to demonstrate good customer handling/customer service skills. Ability to understand and follow established Standard Operating Procedures (SOPs). Familiar with SaaS platforms and cloud-based technologies. Desire to learn about cutting edge technologies. Your traits and characteristics: You are excited to work in a high-energy, fast-moving environment; you get in the weeds as part of the team. You love finding solutions to challenging problems. You are not afraid of conflict and difficult conversations and value transparent communication. Perks and Benefits: Stock options: you have the opportunity to participate in the ownership of the company. Health insurance: we support you and your familyyour well-being matters. Retirement plan/funds saving: we care about your futurewe have diverse plans depending on your location. Career pathways program: you can grow horizontally, vertically, or any way you want. Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness. Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture. Our Selection Process: Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career Additional Information: ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Only shortlisted candidates will be notified Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the countrys office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance. J-18808-Ljbffr

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