Customer Support Engineer (West Coast) at Retail Zipline | Torre
Customer Support Engineer (West Coast)
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Retail Zipline

Customer Support Engineer (West Coast)

Retail Zipline
Posted by
Former Torrex
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Full-time

Legal agreement: Employment

Compensation
USD60k - 170k/year
Non-negotiable
location_on
Remote (anywhere)
Posted almost 6 years ago

Responsibilities

• Provide Level 2 customer support in PST time zone for any escalated customer issues. • Provide primary front line support from 5:00-7:00 pm PST and back up for Level 1 customer support reps throughout the day as needed. • Achieve productivity standards and goals while maintaining the highest level of customer service; handle customer requests and questions with a thoughtful, friendly and empathetic tone. • Work with Level 1 customer support reps on unresolved customer issues taking lead on debugging and troubleshooting technical issues. • Onboarding of new customers and ensure their successful launch. • Work closely with our customers to identify and escalate issues across multiple business units within Retail Zipline (e.g. Account Management, Customer Success, Engineering, Product Management, etc.) • Proactively take on challenges, research information, troubleshoot problems and creatively deliver results. • Help create and maintain internal and customer-facing documentation. • Provide support on additional special projects as needed. • Develop troubleshooting tips and tools to use in the diagnosis
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