Customer Support Engineer

Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry. They are seeking a Customer Support Engineer to drive customer satisfaction and support internal teams by providing high-quality assistance to customers managing their quality and compliance processes.

Responsibilities:

• Act as the primary point of contact for customers, guiding them through our solutions and ensuring efficient management of their quality and compliance processes
• Address inbound product inquiries and resolve issues for our global customer base
• Oversee hundreds of interactions through portal, email, and phone channels
• Collaborate with internal teams such as Professional Services, Customer Success, and DevOps to champion and escalate customer issues

Requirements:

• 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry
• Experience with Salesforce, quality management, or compliance is a plus
• Demonstrated strong technical aptitude and problem-solving skills, coupled with a commitment to mastering new technologies and systems and the capacity to think critically under pressure
• Exhibit excellent communication skills, both verbal and written. You can swiftly evaluate a customer's question or concern and deliver impactful responses and solutions
• Participate in an on-call rotation, including weekends and holidays, as needed
• Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively
• Exemplify empathy and diplomacy. You consistently prioritize customers and can navigate challenging requests, establish appropriate expectations, and implement effective corrective actions
• Function autonomously and proactively. You are a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment
• Embrace curiosity, innovation, and tenacity. You champion customer needs, willing to roll up your sleeves to resolve their problems