Envoy

1 month ago

Customer Support Specialist II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Technical customer advocate focusing on resolving intricate inquiries. Partners with product and engineering to troubleshoot, document issues, and improve frontline support processes in a fast-paced, enterprise SaaS environment.

Location: Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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 bug reporting, content development, and other initiatives across the team

Pay and Benefits

Salary: USD 80,000 - 87,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•BA/BS degree required or equivalent experience.
•3+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting is required.
•Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
•Experience with leveraging JIRA as an issue management platform to track and report on product issues
•Experience with Intercom, Salesforce, Zendesk, or other CRM systems.

Experience:3+ yearsEnterprise softwareSaaSB2BCustomer support

Education:Bachelor's

Skills:CommunicationProblem-solvingAnalyticalMultitaskingAttention to detail

Tech Stack:JIRAIntercomSalesforceZendeskCRMSQL

Company Brief

Envoy

Provides workplace management software including visitor registration, desk and room booking, deliveries, and workplace safety tools to help companies manage modern office operations and hybrid work.

Industry: Facility Management

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2013

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Envoy

1 month ago

Customer Support Specialist II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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 bug reporting, content development, and other initiatives across the team

Pay and Benefits

Salary: USD 80,000 - 87,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•BA/BS degree required or equivalent experience.
•3+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting is required.
•Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
•Experience with leveraging JIRA as an issue management platform to track and report on product issues
•Experience with Intercom, Salesforce, Zendesk, or other CRM systems.

Experience:3+ yearsEnterprise softwareSaaSB2BCustomer support

Education:Bachelor's

Skills:CommunicationProblem-solvingAnalyticalMultitaskingAttention to detail

Tech Stack:JIRAIntercomSalesforceZendeskCRMSQL

Company Brief

Envoy

Provides workplace management software including visitor registration, desk and room booking, deliveries, and workplace safety tools to help companies manage modern office operations and hybrid work.

Industry: Facility Management

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2013

Glassdoor: 4.1

Website LinkedIn Glassdoor