Job Description :
The ideal Support Expert is an articulate and technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issuesto help them leverage their use of our products for maximum impact, and interest in working in a dynamic, fast-growing, learning environment.
Position Summary
DocuSign is obsessed with delivering an amazing customer experience. As a Support Expert, you are the first line of defense to educate, solve the problems of and delight our commercial and enterprise customers. The position acts as the liaison between customers and all functional areas within DocuSign to resolve service and support related inquiries. The scope of the position ranges from helping the SMB space to the largest Fortune 100 customers.
This position is an Individual Contributor position and reports to a Customer Support Manager.
Responsibilities
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers using DocuSign products, including integrations, setting up templates, transaction workflow education, etc.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
Collect information and document bugs with Engineering for product issues that are impacting customers. Provide feedback to the training and documentation organizations so that common or emerging issues can be addressed before they become serious or widespread. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
Achieve ~ 90% or higher on closed case surveys and quality assessments.
Utilize support tools and resources necessary to get the job done, including e-mail, chat, telephone, Salesforce and Jira.
Promote DocuSign products and services to customers and prospective customers by consulting with the customer and evaluating their service and support needs.
Deliver informal product training to prospects, customers and fellow employees.
Basic Qualifications
Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. Ability to learn new technologies quickly. Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person
Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
Superior oral and written communication skills.
Capacity to review policy process and/or Knowledge Base as necessary to provide answers or solutions to customers
Ability to navigate and troubleshoot in ticketing systems, bug submission and other support systems procedures.
Expert understanding of desktop operating systems including Windows and Apple OS.
4 years of SaaS technical supportor related customer facing role.