Designated Support Engineer

Asana • Chicago, IL

96d • $91,000 - $115,000 • Hybrid

About The Position

Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers' success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers' voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers' success, and we get there by exemplifying empathy with our customers. This role is based in our Chicago office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

Requirements

• 5+ years of Customer Support experience; live channel experience preferred (chat, phone)
• Experience in technical support, esp. API & integrations, workflow troubleshooting
• Natural troubleshooting skills and strong technical aptitude
• Excellent written and verbal communication skills in English
• Impeccable customer skills: communication, empathy, integrity
• Tenacious work ethic and relentless attention to detail
• Proficiency with Asana and other work management platforms a plus

Responsibilities

• Serve as the designated Support contact for high value customer accounts, assisting with customer inquiries, feature requests, bug reports, and Asana best practices to drive adoption and improve utilization
• Host live video calls upon request, exploring and resolving urgent, high severity issues for our top customers
• Gain a strong understanding of where Support can assist your named customers, and develop a positive, consultative relationship to help them transform the way they work with Asana
• Assist customers of all sizes via email, resolving inquiries and empowering users to make the most of Asana
• Update and maintain Support's internal knowledge base with insights from customer engagements, ensuring all information is up-to-date
• Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers
• Meet team standards for important metrics such as response time to new cases, customer satisfaction score, number of cases resolved and other metrics as appropriate
• Establish and maintain strong relationships with cross functional partners in Product & Engineering, Sales, Customer Success, Renewals, Professional Services, Finance, and beyond

Benefits

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 1,001-5,000 employees