Technical Support Engineer

Outreach • Atlanta, GA

10d • $54,000 - $79,000 • Hybrid

About The Position

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves. The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help Location: This is a hybrid position 2-3 days in our Atlanta office

Requirements

• 1-3+ years of technical support experience supporting a SaaS platform or Bachelor's degree in related field
• You have a demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers.
• You have a high attention to detail and you don't just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again.
• You understand sales, you're technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel and are ready to have a lot of fun in the process
• Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
• We are seeking customer obsessed individuals with technology support and customer facing expertise to provide differentiated support services for the Outreach Platform
• Able to work independently and make decisions.
• Demonstrate ability to manage priorities in a fast-paced environment
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other's back no matter what, we're one with our customers, and we find strength in diversity and inclusion

Nice To Haves

• You've supported enterprise customers
• You're a SFDC admin
• You know Exchange like the back of your hand
• You have SaaS product support experience
• You have experience with the technologies we use, including... Outreach MS365 Zendesk Salesforce Exchange Slack

Responsibilities

• Working both independently and as a team, in a fast paced environment, directly with our customers
• Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
• Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
• Collaborating with teams across different departments

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level