Key skills
ServiceNowSaaSSalesforceWorkdayCustomer Success
About this role
Role Overview
- Answer customer questions through our support queue
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Diagnose, troubleshoot, and solve customer problems with the help of product and CS colleagues
- Take ownership of pushing cases to resolution including working with product, engineering, and Customer Success teams
- Help us track support metrics and share findings you identify
- Become deeply familiar with AppOmni’s platform and product offering
- Help build a world class support organization
- Continuously analyze and improve our support process
- Represent customers internally and advocate for key issues
- Ensure AppOmni customers are maximizing the value of their AppOmni deployment
Requirements
- 1-2 years of experience in technical support
- Zendesk knowledge required
- Ability to triage, diagnose and drive to resolution customer support requests
- Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required.
- Conversationally fluent in spoken English and written English
Tech Stack
- ServiceNow
Benefits
- Home office stipend
- Generous paid time off
- Paid company holidays
- Paid floating holidays
- Paid parental leave
- Paid sick time
- Paid family leave for applicable states
- Health insurance
- medical, dental, and vision with HSA option
- LifeWorks Employee Assistance Program
- Company-provided life insurance
- AD&D
- STD/LTD and additional supplemental life insurance options
- 401(k) and Roth retirement saving accounts
- Monthly wellness benefit reimbursement