Customer Support Specialist

About Envoy Envoy's workplace platform has redefined how companies welcome visitors, improve the onsite experience, book desks and meeting rooms, manage deliveries, and access accurate and unified workplace data in 16,000 locations around the globe by designing products that solve common workplace problems... Envoy provides a simple way to manage your complex safety, security, and compliance needs across all your workplace locations—wherever you need to bring people together. Rely on smart, automated solutions to common workplace problems, like freeing up unused space and eliminating repetitive tasks. Not only does this allow you to make the most efficient use of your space and resources, it frees up your team's time to focus on the work that matters. With Envoy's intuitive technology that employees actually enjoy using, you can create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite. Unlike companies that offer disconnected workplace solutions and disparate (and often imprecise) data sources, Envoy's platform provides accurate, comprehensive, and unified workplace data so you can make informed business decisions. Envoy's integrated solutions pull data from multiple sources to ensure that you always have the most accurate data available. For more information, visit Envoy.com. About the Role The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel. This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams. The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential. This is a hybrid position that requires at least 3 days a week (Tuesday - Thursday) in our Austin Office. You will • Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen-sharing support may be required. • Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs • Develop an encyclopedia of knowledge about how Envoy works - our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything. • Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing • Absorb additional Support related tasks such as community moderation, content development, and other self-serve initiatives across the team • Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team • Ability to participate in a weekend on-call rotation, as needed, for VIP customers • Influence support processes and shape the tone of Envoy's customer support on a team that spans time zones You have • BA/BS degree required or equivalent experience • 2+ years' experience in a Customer Support/Experience function; hands-on experience in a technical support capacity, aiding customers using an Enterprise Software or SaaS solution • Experience with Intercom, Salesforce, Zendesk, or other CRM systems. • Experience with leveraging JIRA as an issue management platform to track and report on product issues • Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution • Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Exceptional verbal and written skills are essential. • Strong analytical, decision-making and problem-solving skills - you are adept at making informed decisions to effectively solve complex problems • Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail • Ability to establish and foster critical relationships with customers & cross-functional stakeholders • Self-motivated and able to work proactively; not afraid to take the initiative! Nice to have • Basic to working knowledge of SQL • Basic knowledge of web development technology • Experience working with Enterprise customers to help resolve complex technical issues. • Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads • You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc). • Bilingual is always a plus! You'll get • A high degree of trust in your ideas and execution • An opportunity to partner and collaborate with other talented people • An inclusive community where you feel welcomed and cared for as a person • The ability to make an immediate impact helping customers create a great workplace experience • Support for your personal and professional growth Compensation Description Envoy's compensation package includes market competitive salary, equity for all full time roles, and great benefits. If you are located in Austin, TX, our expected cash compensation for this role is $61,500 - $67,500 (Annually). Final offers may vary within the range provided based on experience, expertise, and other factors. If you have any questions related to compensation, please contact Recruiting after you apply. By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law