Customer Support Engineer

Dot Compliance

1d • Remote

About The Position

Dot Compliance is seeking a Customer Support Engineer to join their North America Customer Support Team in a fully Remote environment. This pivotal role involves driving customer satisfaction and supporting internal teams in leveraging Dot Compliance solutions for quality and compliance operations. The engineer will act as the primary point of contact for customers, guiding them through solutions and ensuring efficient management of their quality and compliance processes. To excel, the candidate must rapidly acquire a deep understanding of Dot Compliance products and customer needs to provide timely and high-quality support. Primary responsibilities include addressing inbound product inquiries and resolving issues for a global customer base, managing hundreds of interactions via portal, email, and phone. Collaboration with internal teams such as Professional Services, Customer Success, and DevOps is essential for championing and escalating customer issues. The ideal candidate is passionate about quality and compliance and ready to solve customer problems.

Requirements

• 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry.
• Demonstrated strong technical aptitude and problem-solving skills.
• Commitment to mastering new technologies and systems and the capacity to think critically under pressure.
• Exhibit excellent communication skills, both verbal and written.
• Ability to swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions.
• Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively.
• Exemplify empathy and diplomacy, consistently prioritizing customers and navigating challenging requests, establishing appropriate expectations, and implementing effective corrective actions.
• Function autonomously and proactively, being a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment.
• Embrace curiosity, innovation, and tenacity, championing customer needs and willing to roll up your sleeves to resolve their problems.

Nice To Haves

• Experience with Salesforce
• Experience with quality management
• Experience with compliance

Responsibilities

• Drive customer satisfaction and support internal teams as they leverage Dot Compliance to transform their day-to-day quality and compliance operations.
• Act as the primary point of contact for customers, guiding them through solutions and ensuring efficient management of their quality and compliance processes.
• Rapidly acquire a deep understanding of Dot Compliance products and customers’ needs.
• Provide timely and high-quality support for customers.
• Address inbound product inquiries and resolve issues for the 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.
• Participate in an on-call rotation, including weekends and holidays, as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees