Customer Support Representative
Offer summary
Qualifications:
3+ years of relevant work experience in customer support or a similar role., Strong English skills, both written and verbal., Working understanding of technical troubleshooting practices related to Cloud-based services., Experience in a fast-paced, high-growth, global environment..Key responsabilities:
- Work directly with customers to resolve issues related to accounts, billing, and platform access.
- Collaborate with internal teams to communicate and address customer concerns effectively.
- Educate customers on their cloud-based accounts and improve their experience.
- Contribute to the knowledge base and communicate trends to management for service enhancement.
Job description
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is The Role:
The Elastic Support team is seeking a Customer Support Representative to join a growing and ever-evolving team of rock stars. As we are a distributed team and company, your location can virtually be anywhere. It's imperative that you enjoy working from home, or an unaffiliated co-working space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction.
What You Will Be Doing:
An important part of our help to customers includes questions around billing, account management, and similar topics. Our customers also come to us with less-complex technical issues critical to the customer experience. This role and team is focused on those topics, and more, including:
- Working directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations
- Becoming a subject matter authority on partner account billing details and technical processes
- Performing deep analysis across many business systems for any issues related to accounts, billing, and subscription management
- Collaborating with internal technical, development, and financial teams, owning all external communication with customers
- Educating our customers on various aspects of their cloud-based accounts
- Understanding and helping us improve our business systems and processes to avoid customer issues
- Uncovering enhancements we can make to our customer experience
- Communicating trends to Team Leads, Management, and Development to improve our offerings
- Contributing to our knowledge base to drive an ever-improving customer experience
What You Bring Along:
- A high level of passion and pride in your work, a hunger to learn, and you view change and challenges as opportunities to make things better
- Experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes to keep us growing without stumbling. In fact, you're stoked to share some of the significant improvements you've made in past situations with us
- Strong ability to independently prioritize and handle your work in a distributed, dynamic, fast-paced environment
- Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems
- Problem-solving skills
- Strong English skills, both written and verbal
- 3+ years of relevant work experience
Bonus Points:
- Experience with Cloud services in a SaaS environment
- Shown success delivering on cross-functional initiatives
- Experience with business-to-business accounts and billing
- Proven record of handling high-visibility customer critical issues to successful conclusion.
Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
Please see here for our Privacy Statement.
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Experience
Other Skills
- Prioritization
- Communication
- Problem Solving
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