Sr. Technical Support Engineer

Clari

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/04/2021
  • Website: clari.com
  • Company Address: 1154 Sonora Ct, Sunnyvale, CA, 94086

About Clari

We’re on a mission to help companies realize their fullest potential by transforming their revenue operations to be more connected, efficient and predictable.

Job Description

Clari uses AI and automation to drive growth and retention for high-performing revenue teams. Clari’s market-leading Revenue Operations Platform is currently processing over $300 billion in pipeline each year, and is used by over 100,000 marketing, sales, and customer success professionals across 170 countries. Customers include market leaders like Adobe, Zoom, Qualtrics, UIPath, Okta, Workday, to name a few. We constantly hear from our customers that Clari is required equipment, and that we’ve changed their lives and the trajectory of their businesses. It never gets old, and we never take it for granted. Together, we help others realize their fullest potential by transforming their revenue operations to be connected, efficient, and predictable.
 
As the founding member of the EMEA Technical Support team, you will combine your business and technical expertise in a customer-friendly manner while resolving customer issues and working on proactive initiatives. Your local colleagues include other members from the Revenue Team (Sales, SE, Customer Success Managers, Implementation Consultants) but you’ll be supported by the greater team located in India and the United States. You will also be responsible for communicating with product management & engineering, documenting interactions in Salesforce cases, reporting JIRA tickets, and working collaboratively through the solution. As a Clari expert, you will provide hands-on functional troubleshooting, feature explanation, and best practice guidance during critical and time-sensitive situations.
 
You’ll be the first person to bootstrap Technical Support in the region so you’ll need to be resourceful and capable of multi-tasking. You'll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment. You’ll leverage best practices to provide exceptional support and guidance to the customer. You're constantly striving to share best practices and solutions across the team, improving the tools, processes and knowledge for next time. It’s satisfying and enjoyable, and you’ll never be bored. We think you’re going to really like it here.

Responsibilities:

    • Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM
    • Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis
    • Actively manage client support cases on a daily basis
    • Respond to client-reported issues in a timely manner and/or per service level agreements
    • Develop and maintain product expertise, including best practices to provide value to customers
    • Author and maintain internal and external product knowledge-base articles
    • Build strong cross-functional relationships
    • May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

Qualifications:

    • 7+ years of experience in Technical Support 
    • High degree of proficiency in working with data in Excel
    • Experience with JSON or other structured data format
    • Passion for delivering outstanding customer experience
    • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
    • A natural investigator who can demonstrate analysis, problem-solving and troubleshooting skills
    • Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
    • Organized and results-oriented, with a strong level of attention to detail
    • Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
    • Highly desirable to have experience with making CRM (Salesforce) customizations
    • Bonus to have professional programming/scripting experience, experience with Microsoft Exchange, and/or configuring SSO
You’ll often hear our CEO talk about “Being Remarkable.” To Clari, remarkable means many things. First and foremost, we believe in providing work that’s interesting and meaningful, in an environment that’s nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Efforts have to be recognized. Voices have to be heard. And work/life balance has to be baked into the very fiber of the company. We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running. We’d love to have you join us on our journey to remarkable!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.