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Customer Support Representative

Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.


We are seeking a Customer Support Representative on our customer service and success team responsible for managing inbound contacts from customers. Day-to-day duties will range from remote troubleshooting, warranty claim processing, parts order placement, coordination of returns and other assistance for our DoD customers. When you can’t resolve an issue remotely, you will work closely with our dedicated team of Field Support Representatives to coordinate on site troubleshooting and repairs. Additionally, you will have the opportunity to work directly with product engineering teams on issue resolution. 

  

A strong technical background and experience supporting products and software at scale is ideal.  


Responsibilities
  • Customer Relationship Management: Build relationships and act as the primary point of contact for general inquiries, warranty claims and inbound support contacts to Saronic. You and your team will create, manage and take action on cases to ensure customer needs are supported 
  • Remote Support and Troubleshooting: Provide the first line of remote technical support to partners and customers, leveraging communication tools and remote access capabilities. You and your team will diagnose, troubleshoot and document issues, guide users through problem resolution, escalate complex issues, and coordinate advanced troubleshooting/on-site repairs with Field Support Representatives  
  • Coordination of Logistics: Work with internal logistic partners and customers to coordinate service, shipping, parts and supporting items 
  • Continuous Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services 
  • Customer Advocacy: Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development 


Qualifications
  • Bachelor's degree or equivalent experience in a technical field, maritime, or information technology 
  • Minimum of 3 years of experience in a field support or customer-facing technical support role, preferably with complex hardware, software systems, or propulsion systems 
  • Working knowledge of Salesforce Service Cloud and/or Field Service is strongly preferred 
  • Technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting 
  • Previous experience supporting the DoD or government customers is desired but not required 
  • Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders 
  • Customer-oriented mindset with a passion for delivering exceptional support and building long-term relationships with partners and customers  
  • Ability to work non-standard hours or on call with notice to support customer and business needs 
  • Candidates with cross-functional skills, including ITIL, Six Sigma, PMP, or CompTIA, NMEA, or other maritime certifications, are ideal 


Additional Information
  • This role will be 100% on-site at our location in Austin, TX.   
  • Occasional travel with notice may be required to augment field services or other business requirements; less than 25%.   
  • This role may require flexibility to work on weekends or outside standard business hours to meet project deadlines, respond to urgent needs, or support critical business operations.   
  • Saronic is a rapidly growing startup and you should be comfortable wearing multiple hats to support our mission 


Benefits
  • Medical Insurance: Comprehensive health insurance plans covering a range of services
  • Saronic pays 100% of the premium for employees and 80% for dependents
  • Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
  • Saronic pays 99% of the premium for employees and 80% for dependents
  • Time Off: Generous PTO and Holidays
  • Parental Leave: Paid maternity and paternity leave to support new parents
  • Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
  • Retirement Plan: 401(k) plan
  • Stock Options: Equity options to give employees a stake in the company’s success
  • Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
  • Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office 


Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.



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What You Should Know About Customer Support Representative, Saronic

Are you ready to take on an exciting challenge with Saronic Technologies as a Customer Support Representative in sunny Austin, Texas? Here at Saronic, we're leading the charge in revolutionizing defense autonomy at sea, and we can't do it without a dedicated team focused on customer success! As a Customer Support Representative, you'll be the first line of support for our valued customers, primarily from the Department of Defense. Your role is vital, as you'll manage inbound contacts while providing remote troubleshooting, warranty claim processing, and assistance with parts orders. When issues can’t be resolved remotely, you'll collaborate closely with our Field Support Representatives to ensure swift on-site troubleshooting and repairs. We value your insights! You will also work directly with product engineering teams to help improve our offerings based on customer feedback. To thrive in this role, you should have a solid technical background, ideally with experience in customer-facing roles supporting complex hardware and software. Your communication skills will be essential as you interact with both technical and non-technical stakeholders. Join us, and not only will you contribute to cutting-edge maritime solutions, but you'll also enjoy a suite of fantastic benefits, including comprehensive health coverage, generous PTO, and opportunities for performance-based bonuses. If you're seeking a fulfilling position in a rapidly growing company where your expertise can shine, we want to hear from you!

Frequently Asked Questions (FAQs) for Customer Support Representative Role at Saronic
What are the main responsibilities of a Customer Support Representative at Saronic Technologies?

A Customer Support Representative at Saronic Technologies is responsible for managing inbound customer contacts, providing remote troubleshooting support, processing warranty claims, and coordinating parts orders. They serve as the primary point of contact for our DoD customers, ensuring that their needs are met and issues are resolved efficiently.

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What qualifications do I need to be a Customer Support Representative at Saronic Technologies?

To be a Customer Support Representative at Saronic Technologies, you will need a bachelor's degree or equivalent experience in a technical field, maritime, or information technology. A minimum of three years of experience in a technical support role, knowledge of Salesforce Service Cloud, and an understanding of autonomous systems or robotics would be highly advantageous.

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How do Customer Support Representatives at Saronic Technologies improve customer experience?

Customer Support Representatives at Saronic Technologies enhance customer experience by acting as advocates for the customer within the company. They identify areas for process improvements and product enhancements based on customer feedback, collaborating with internal teams to implement changes that better meet the needs of their clients.

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Is experience with the Department of Defense necessary for a Customer Support Representative role at Saronic Technologies?

While previous experience supporting the Department of Defense or government customers is preferred, it is not strictly required to apply for a Customer Support Representative position at Saronic Technologies. Demonstrated customer support skills and technical expertise can also suit candidates well.

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What benefits are offered to Customer Support Representatives at Saronic Technologies?

Customer Support Representatives at Saronic Technologies enjoy a variety of benefits, including comprehensive medical, dental, and vision insurance, generous paid time off, parental leave, competitive salaries, stock options, and a free lunch benefit. It's all part of our commitment to employee well-being and job satisfaction.

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Common Interview Questions for Customer Support Representative
How would you handle a difficult customer complaint as a Customer Support Representative?

When faced with a difficult customer complaint, it's essential to remain calm and patient. Listen actively to their issue, empathize with their situation, and assure them that you take their concerns seriously. Explain the steps you will take to resolve the issue, and always follow up once a solution is implemented. Demonstrating genuine care can turn a negative experience into a positive one.

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Can you describe your experience with remote troubleshooting?

In an interview, be prepared to describe specific instances where you provided remote troubleshooting support. Mention any tools or software you used to diagnose issues, the types of problems you solved, and how you shared troubleshooting steps with customers. Highlight your ability to communicate technical concepts clearly and effectively.

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What strategies do you use to prioritize multiple support requests?

Talk about your approach to assessing urgency and impact when multiple requests come in. Discuss methods like using ticketing systems to categorize issues, collaborating with your team for high-priority cases, and applying effective time management principles. Emphasize that being organized plays a vital role in ensuring timely support.

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How would you collaborate with Field Support Representatives to resolve a complex issue?

Collaboration is crucial in customer support. Explain how you would gather all relevant information about the issue before reaching out to Field Support Representatives. Clearly communicate the problem and what has already been tried, and establish a plan for on-site troubleshooting together. Effective teamwork ensures that customers receive timely and comprehensive solutions.

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What experience do you have with Salesforce Service Cloud or similar tools?

Be specific about your experience with Salesforce Service Cloud or other customer support tools you have used. Discuss the functionalities you are familiar with, such as case management, reporting features, or automation. If applicable, share how these tools helped you enhance customer service efficiency or improve tracking of customer interactions.

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How do you ensure customer satisfaction in your support role?

Emphasize the importance of being responsive to customer inquiries and proactive in following up on unresolved issues. Discuss how you prioritize clear communication and set realistic expectations for service timelines. Mention any metrics or feedback systems you use to gauge customer satisfaction and your willingness to adapt and learn from customer feedback.

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What is your approach to learning new technical concepts quickly?

Talk about your learning style, whether it’s hands-on practice, reading documentation, or following tutorials. References to any specific programming languages, tools, or systems you’ve successfully learned in the past can also demonstrate your adaptability and eagerness to grow your technical skill set.

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How do you handle non-standard working hours if required in this role?

Express your understanding that customer support often requires flexibility. Provide examples of times you have been available for urgent needs, whether through non-standard hours or on-call shifts. Highlight your commitment to supporting customers and the business, demonstrating your reliability and dedication.

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Why do you want to work with Saronic Technologies?

Share your enthusiasm for Saronic’s mission and innovations in defense autonomy at sea. Mention specific aspects of the company culture or values that resonate with you, and explain how your skills and experience align with the company’s needs. This shows genuine interest and commitment to contributing to the team's success.

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What would you consider to be the most challenging aspect of being a Customer Support Representative?

Acknowledge that managing customer expectations while ensuring timely resolution can be challenging, especially in a technical environment. Discuss strategies you use to stay positive under pressure, maintain clarity in communication, and prioritize customer needs, demonstrating your resilience and proactive problem-solving skills.

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December 8, 2024

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