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Customer Support Associate

3 months ago

Austin, United States SparkCognition Full time

** Customer Support Associate**

**Job Category****:** Professional Services **Requisition Number****:** CUSTO001193 Showing 1 location **Job Details**

**Description**

The **Customer Support Associate** is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Support Associate will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers through email based support.

**If you were working for us today, you would be:**

* Providing exceptional customer service while responding to tickets, email and all requests for technical support using Salesforce

* Conducting basic troubleshooting using standard guides/questionnaires to resolve issue and meet

* Collecting customer troubleshooting data as needed

* Conducting customer phone calls as needed for troubleshooting

* Solving common problems such as installation and desktop setup issues

* Providing standard customer support and satisfaction metrics and ensure daily support team overlap communication

* Representing the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle

* Working in a fast-paced, collaborative environment to support deployment, integration and maintenance of SparkCognition software products

* Managing a diverse and complex scope of support issues directly related to the use, support, and implementation of SparkCognition products and solutions

* Effectively interacting with the engineering teams to provide solutions to complex technical issues

* Sharing best practices with other team members to enhance the quality and efficiency of support

* Maintaining and expanding working knowledge of SparkCognition products as well as their integration and methods of support delivery

* Taking on other duties as assigned

**You may be a fit for our team if you have:**

The ideal Customer Support Associate will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role therefore they will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. Experience in effectively setting up and configuring environments to replicate and resolve customer reported issues is preferable but not needed.

**Experience with several of the following:**

* Security (including anti-malware) tools, technologies and processes a plus

* Software and/or hardware firewall implementation and management

* Endpoint security experience, troubleshooting, including design, implementation, and management

* Microsoft Windows, macOS, Linux, including ability to troubleshoot services, applications, and drivers

* Familiar with SSL communication and other encryption technologies

* Troubleshooting client/server applications

* Some experience with Microsoft SQL, connection and simple queries

* Some experience with Python and/or other programming languages and concepts

* Experience with virtualization environments (VMware, AWS, Azure) is a plus

**Experience and Personality Required:**

* A minimum of 2+ years of related experience or college degree

* Ability to communicate effectively both verbally and in writing

* Security network, and systems related professional certifications are a plus

* Able to debug problems and deliver solutions with a high level of customer satisfaction

* Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic

* Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable

* Excellent time management skills

* Ability to present to small groups of technical individuals

* Extreme attention to detail

* Enjoys problem solving and displays an eagerness to learn new technologies/skills

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