Job details

Client Engagement Subject Matter Expert

Create A Better Place For Everyone

OfficeSpace is a workplace management software that gives companies everything they need - an innovative platform, an intuitive experience, and an invested team. Our customers are an extremely diverse group, from the fastest growing technology companies to traditional enterprise customers who are transitioning to a more modern workplace infrastructure. We are working every day to create a better place for everyone, especially our own teammates.

Given the large wave of traditional enterprise customers transitioning to a modern hybrid workplace infrastructure, OfficeSpace has grown substantially since 2020. Our amazing team consists of 200 employees across the US, Costa Rica, and Canada. If you are ready to join a highly motivated team and immerse yourself in a culture built upon trust, respect, collaboration, and creativity, we would love to hear from you!

Client Engagement Subject Matter Expert - What you'll do

Client Engagement Subject Matter Experts (SMEs) are management-support associates responsible for providing the knowledge, expertise, and guidance in the development of technical solutions for Software Support Tier 1 agents. SMEs are OfficeSpace Software product support experts and provide technical guidance to both T1 agents, T1 leadership and management.

Reporting to the Client Engagement Team Leads, they perform case or application related research, perform project management tasks or full completion of client requests, and create documentation of all internal support playbooks (troubleshooting guidelines) or processes. Collaboration with the Product and Engineering teams will be critical in the SME ability to develop new materials to enable CE teams to better support our clients. As such, they may also contribute to process improvement by identifying inefficiencies and recommending solutions based on their cross departmental interactions.

Act as the Client Engagement support staff's resident expert, addressing their questions related to client support tickets.
Gather relevant data while investigating cases
Create and manage content related to processes, standard procedures and existing tribal knowledge related to client support.
Participate in the development of new features by sitting on the Product teams while providing input on troubleshooting pitfalls and support needs related to new features.
Provide recommendations for procedural improvements.
Mentor Client Engagement staff on all aspects of product support focusing heavily on long-term learning rather than solely on short-term case resolution.
Review escalated Tier 1 cases and when applicable follow the escalation process to elevate them to Solutions Engineering.
Lead working sessions with clients to implement technical solutions, clarify doubts, troubleshoot issues, etc.

The Skills, Experience, and Mindset Required:

B2-C1 English Level according to the CEFR or equivalent.
Ability to manage concurrent priority issues from multiple stakeholders with a heightened sense of urgency.
Attention to detail and good problem-solving skills.
Critical thinking and analytical skills for examining the information and drawing conclusions.
Ability to communicate clearly and concisely with diverse audiences, in both oral and written contexts.
Must have cross-functional collaboration skills.
Comfortable both giving and receiving feedback.
Ability to quickly shift gears and project in a time-critical environment.
2-3 years of progressive experience in a client-facing role requiring a high level of individual responsibility.
Degree or working towards one in Management, Computer Science, Engineering, or another relevant field.
Programming certifications, experience, or related coursework, particularly on web-based applications such as HTML, SQL, JAVA.

Why OfficeSpace?

Competitive compensation packages, benefit options, and leave policies.
Fully integrated hybrid work environment allowing you to work remotely or, if location permits, at one of our gorgeous offices in Victoria, Canada; Atlanta, USA; or Escazu, Costa Rica.
At OfficeSpace, we value trust above anything else. We trust our employees to take ownership of their work and set themselves up for success. Whether it's flexible hours, remote options, or anything in between, we know that people work best in different ways, and we embrace those differences
We work in a fast-paced industry where teams do what it takes to deliver results and help OfficeSpace succeed. We take pride in celebrating our wins and go out of our way to recognize those who have gone above and beyond.
Work-life balance is critical as we move to a work environment where the lines between home and office become less and less defined. We value people taking time off when they need it and being able to completely unplug from work so they can recharge their batteries.
Pandemic or not, we like to have fun together. Whether it's virtual happy hours, company-wide contests, or in-person holiday parties, OfficeSpace is always looking for ways to keep people happy and engaged with their teammates.

OfficeSpace is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. We are committed to basing all employment-related decisions upon valid job-related factors without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, genetic information, military status, veteran status, physical or mental disability, or any other status protected by law.

OfficeSpace Software Glassdoor Company Review

4.6