Customer Support Engineer
About The Position
Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry, leveraging Salesforce.com. As an innovative software company, Dot Compliance aims to transform how pharma, biotech, and medical device companies manage their quality and compliance processes. The Customer Support Engineer will join the North America Customer Support Team in a fully remote environment. This pivotal role focuses on driving customer satisfaction and supporting internal teams in utilizing Dot Compliance solutions. The engineer will serve as the primary point of contact for customers, guiding them through solutions and ensuring efficient management of their quality and compliance processes. Key aspects include rapidly acquiring a deep understanding of products and customer needs to provide timely, high-quality support, addressing inbound product inquiries, and resolving issues for a global customer base. The role involves empowering customers through portal, email, and phone interactions, and collaborating with internal teams like Professional Services, Customer Success, and DevOps to champion and escalate customer issues. This position is ideal for someone passionate about quality and compliance who is 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
- Capacity to think critically under pressure
- Experience working with Salesforce Administration
- Excellent communication skills, both verbal and written
- Ability to swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions
- Strong organizational and time management skills
- Capability to balance competing requests and prioritize effectively
- Empathy and diplomacy
- Consistency in prioritizing customers
- Ability to navigate challenging requests, establish appropriate expectations, and implement effective corrective actions
- Ability to function autonomously and proactively
- A remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment
- Embrace curiosity, innovation, and tenacity
- Willingness to champion customer needs and roll up sleeves to resolve their problems
Nice To Haves
- Experience with Salesforce, quality management, or compliance
Responsibilities
- Drive customer satisfaction
- Support internal teams as they leverage Dot Compliance to transform day-to-day quality and compliance operations
- Act as the primary point of contact for customers
- Guide customers through solutions
- Ensure efficient management of their quality and compliance processes
- Rapidly acquire a deep understanding of products and customer needs
- Apply expertise to provide timely and high-quality support for customers
- Address inbound product inquiries
- Resolve issues for the global customer base
- Empower customers by overseeing hundreds of interactions through portal, email, and phone channels
- Collaborate with internal teams such as Professional Services, Customer Success, and DevOps
- Champion and escalate customer issues
- Participate in an on-call rotation, including weekends and holidays, as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
