Who We Are:
Neverware's flagship product, CloudReady, reimagines the desktop operating system by prioritizing security, manageability, & of course, performance-whether your computer is brand new or 10 years old. With CloudReady, schools & enterprise organizations alike can maximize their IT investments by transforming their existing fleets of PCs & Macs into simple, secure, & fast machines that provide the same user experience & management as Chromebooks. As covered by media outlets such as the Wall Street Journal
, CloudReady is disrupting the way organizations think about hardware refreshes while enabling affordable, secure access to modern technology. A VC-backed organization, Neverware's investors include Khosla Ventures, General Catalyst, & Rethink Education. Our partners include Google, Microsoft, Amazon Web Services, Samsung, & more.
What You Will Do:
We are seeking a highly motivated & professional individual to join the Neverware Support team providing technical support to all our US & European Education & Enterprise customers. You will help customers get the best out of their CloudReady experience by answering phone calls & emails, working to understand & drive to solution any & all complex issues as experienced by our customer base. You'll be a true partner to our customers, working closely with them & helping us continually prove our value as you troubleshoot & resolve their technical issues for the best possible CloudReady site experience.
Answer daily customer calls & email tickets efficiently, exceeding customer expectations by providing outstanding customer service
Analyze break/fix issues & work with empathy & a sense of urgency to deliver solutions to meet customer needs
Manage customer cases & document all customer interactions & resolutions in Salesforce, our case management system.
Actively contribute to our technical knowledge base, online community, & other technical documentation.
Collaborate & take ownership of technical issues & work with internal teams in identifying product defects, designing solutions, & testing.
Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.
Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our technologies
Proactively update our customers & ensure that they are satisfied with our support service
Participate in case review calls with customers when needed
A keen analytical mind & advanced problem-solving skills coupled with a commitment to extraordinary customer experience.
Excellent verbal & written communication skills.
Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines.
Strong working knowledge & proven experience working with various types of computer hardware
Analyzing call logs so you can spot common trends & underlying problems
Strong working knowledge in Operating System Software (Linux, Microsoft Windows, Chrome OS a bonus).
Knowledge in HTML/CSS, Web page designing
Working knowledge of network & system architectures
Prior exposure & ability in reading OS level logs such as system logs & application logs.
Advanced troubleshooting & debugging skills; passion for problem-solving & investigation
Minimum of 1-year experience in answering calls & handling any type of customer temperament in a fast-paced work environment
Demonstrated outstanding customer service experience or prior technical support experience; desire to go above & beyond in assisting customers even under high pressure
Proven ability & willingness to learn new technologies & implement technical logic on daily cases
Some experience with Salesforce & JIRA are a plus
If you feel you can contribute to the team & help our customers, then please apply & tell us about yourself! Note that applications with cover letters will receive far greater attention.