Multitasking ability across calls, emails, and open cases
Thrives under tight deadlines
Team-oriented with an appreciation for diversity
Proficient in presenting ideas to stakeholders
Exceptional time and priority management skills
Excellent communication skills in English
Salesforce experience is required
Responsibilities
Respond to support tickets through various channels including phone, email, and live chat
Handle escalated cases by collaborating with cross-functional teams
Provide regular updates to customers on their tickets and open issues
Work closely with Support tiers 1 and 3 to troubleshoot and resolve customer issues
Collaborate with the Managed Backup Services team to implement and monitor backup plans
Assist QA in testing new features and identifying bugs
Manage the knowledge base, ensuring it meets client needs
Benefits
Opportunity to work in a fast-growing team
Dynamic and exciting work environment
Chance to contribute to customer happiness and satisfaction
Exposure to working across various teams and functions
Potential for personal and professional growth within the company
Full Job Description
Your Role
We're seeking a Tier 2 Support Specialist to join our Super Awesome Support team.
As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.
You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.
Your responsibilities will include:
Respond to support tickets and inquiries through phone, e-mail, and live chat
Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
Diligently work with customers by providing regular updates to tickets and open issues
Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
Assist with QA regarding bugs and new features, consistently test functionality of the platform
Assist in managing the knowledge base to help clients find answers to frequently asked questions
Be passionate about making our customers happy
Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
You will bring:
What you will bring:
6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
Background in establishing and building lasting customer relationships and/or customer support experience
Ability to multitask between calls, emails and open cases to resolve issues
Ability to thrive under tight deadlines
Ability to work in a diverse team environment
Comfortable presenting ideas internally and to client stakeholders
Excellent time and priority management skills
Excellent communication skills
Salesforce experience is required
Full professional proficiency in English
$90,000 - $100,000 a year
About Odaseva
Odaseva is a San Francisco-based technology company that provides cloud data management solutions for enterprise customers. The company's products include data protection, data compliance, and data operations solutions that help businesses manage and protect their data in the cloud. Odaseva was founded in 2012 and has since been dedicated to helping businesses unlock the full potential of their data in the cloud. The company's technology is used by leading companies in various industries, including finance, healthcare, and retail. Odaseva is committed to innovation and has received several awards and recognitions for its products and services.
