We are looking for a full-time ninja to join our Customer Support team here in our New York office.
As we support businesses all over the globe, this role will include a combination of different shift hours. We are on the lookout for someone who can be flexible with working hours to support our global customers.
The Support Team at Falcon.io is a part of our Customer Experience department and is filled with dedicated and passionate people who take pride in going the extra mile to deliver outstanding service to our diverse customer base. Being a Customer Support Advisor means providing excellent service to our customers and contributing to the continuous improvement of the Falcon.io platform. You will be in direct contact with our customers and work closely with our Customer Success and R&D teams.
We are looking for people who are interested in gaining further work experience and developing their competencies in an international workplace, and an a positive and friendly attitude is a must have.
What you'll do:
Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat
Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
Maintain an overview of submitted cases to R&D, and flag internal SLA breaches
Escalate support cases based on severity levels and associated business risk assessments
Be an expert on Falcon.io product and features as they are launched and engage in feature tests
Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members
Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments
What you have:
Strong technical aptitude - you are able to quickly learn and implement new technologies
The ability to quickly assess a situation and create a sense of urgency for rapid resolution
Flexibility to work different shift hours particularly afternoon and evening shifts
Good sense of timing, and knowing when to identify pressing issues and escalate when necessary
An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time
Highly adaptable and receptive to changes in the ever-evolving nature of the platform and suite of products
Able to effectively communicate with all internal/external stakeholders from Sales, R&D, Marketing and Customer Engagement - and you do perceive cross-continental communication as a welcome challenge
Outstanding written and verbal English communication skills, other languages a plus
Experience with ticketing systems like Zendesk and JIRA or something similar plus experience with Intercom or similar live chat platforms is preferred