Job Description

THE SAAS SUPPORT ASSOCIATE WILL INVESTIGATE, TROUBLESHOOT, AND DIAGNOSE SUPPORT INQUIRIES AND TICKETS FOR OUR CUSTOMERS USING OUR NO CODE, CLOUD-BASED SOFTWARE PLATFORM. YOU WILL TRACK PROGRESS ON RESOLUTIONS ACROSS DAYS OR WEEKS AS WELL AS WORK WITH THE CUSTOMER SUCCESS AND DEVELOPMENT TEAMS TO SEE ISSUES THROUGH TO RESOLUTION, MEETING WITH TEAMS AND CUSTOMERS VIA ONLINE MEETINGS AND RESPONDING VIA EMAILS, AS NEEDED.

YOU’LL LEARN THE OPENPRISE PLATFORM AND ADVANCE YOUR CUSTOMER-FACING AND TECHNICAL SKILLS. THIS IS AN OPPORTUNITY TO WORK WITH MULTIPLE INTERNAL TEAMS AND PLAY DIFFERENT ROLES, LEARN YOUR STRENGTHS, AND HAVE A REAL IMPACT ON THE GROWTH OF THE COMPANY, THE ORGANIZATION, AND YOUR CAREER.

REPORTING TO THE SUPPORT MANAGER AND AS PART OF THE LARGER CUSTOMER SUCCESS DEPARTMENT, YOU’LL BE PART OF A FAST-PACED, UPBEAT TEAM THAT WORKS COLLABORATIVELY TO ACHIEVE CUSTOMER HAPPINESS. IF YOU JUST WANT TO ANSWER CALLS AND SEND DOCUMENTATION TO CUSTOMERS, THIS IS NOT THE JOB FOR YOU.

SAN FRANCISCO BAY AREA, OR REMOTE FOR THE RIGHT CANDIDATE. THIS JOB DOES NOT OFFER RELOCATION.

RESPONSIBILITIES:

• INVESTIGATE, TROUBLESHOOT, AND DIAGNOSE CUSTOMER SUPPORT INQUIRIES.

• OWN CUSTOMER ISSUES FROM INITIAL REQUEST THROUGH SOLUTION TO ENSURE CUSTOMER SATISFACTION.

• RESPOND TO BOTH INTERNAL AND EXTERNAL TICKETS VIA ZENDESK AND GITHUB.

• DOCUMENT SOLUTIONS AND SOPS AFTER CUSTOMERS APPROVE SOLUTIONS.

• PARTICIPATE IN ROTATING CUSTOMER SUPPORT ON-CALL SCHEDULE.

• DOCUMENT SOLUTIONS AND BEST PRACTICES TO IMPROVE OPENPRISE’S PRODUCTS.

• PROVIDE FEEDBACK TO THE CUSTOMER SUCCESS AND PRODUCT TEAMS BY IDENTIFYING AND REPORTING TRENDS IN CUSTOMER ISSUES AND KEY DIFFICULTIES THAT USERS ARE EXPERIENCING.

REQUIREMENTS:

• 1-2 YEARS WORKING WITH TECHNOLOGY PLATFORMS

• PASSION FOR HELPING CUSTOMERS AND EXPERIENCE IN A CUSTOMER-FACING ROLE

• ABLE TO WORK WITH A TEAM, LOCAL AND REMOTE, IN A CHANGING ENVIRONMENT

• SELF-DRIVEN, MOTIVATED, AND ENTHUSIASTIC, BUT NOT AFRAID TO ASK QUESTIONS

• EXCELLENT COMMUNICATION AND PROBLEM-SOLVING SKILLS

• A COLLABORATIVE, TEAM-ORIENTED MINDSET, DEMONSTRATE INTEGRITY AND A COMMITMENT TO VALUES

• BACHELOR’S DEGREE

PLUSES:

• EXPERIENCE WITH CRM/CX PLATFORM(S) LIKE ZENDESK SUITE, HUBSPOT, MONDAY, SALESFORCE SERVICE CLOUD, JIRA, ETC.

• PREVIOUS EXPERIENCE COMMUNICATING DIRECTLY BETWEEN SOFTWARE DEVELOPMENT, SOFTWARE QUALITY ASSURANCE, AND CUSTOMER SUCCESS TEAMS

• BASIC KNOWLEDGE OF ANY OF SALESFORCE.COM, MS DYNAMICS CRM, MARKETO, PARDOT, ELOQUA, ETC.

• BASIC KNOWLEDGE OF SQL OR JSON

• FAMILIARITY WITH MARTECH INDUSTRY AND SOLUTIONS

Company Description

Openprise is solving some of the toughest challenges RevOps teams face by orchestrating hundreds of critical business processes. We help industry leaders like Splunk, Nutanix, Okta, and Zendesk deliver higher revenue, scale up their operations, and unlock the potential of all their RevTech investments. Over the last few years, we’ve grown at triple-digit rates by delivering innovative solutions that improve the performance of every go-to-market initiative. Openprise has been named an Inc. Magazine Best Workplace for the third year in a row and has been ranked #1 in Customer Satisfaction by G2.