Customer Support Engineer


Customer Support Engineer

  • Location: Remote, Remote US
  • New York, New York, United States
  • Full time

Remote role- successful candidate must be located in US

Qubit’s Customer Team includes the brightest talent: ex-consultants, engineers, entrepreneurs and college graduates. We are now hiring a Customer Support Engineer to support our expanding client portfolio.

Our HQ is in London, with offices in New York, Paris and Madrid.

As a key member of our team, you’ll ensure the technical health of our client portfolio and support the business objectives by resolving our clients’ technical enquiries and issues as well as offering technical best practices and training . In this process, you will work closely with our Professional Services, Customer Success and Product teams.

It’s also a great opportunity to make your mark early on our Support strategy and develop the day to day best practices and processes within Support to drive the best customer experience possible.

This is a fantastic opportunity for someone who is passionate about being both client facing and technical and wants to work with some of the biggest names in our core verticals; retail, travel and e-gaming with the opportunity to progress in a fast paced environment.

Key Responsibilities:

  • Work with a sense of urgency to continually improve service levels and customer satisfaction
  • Adhere to the team processes and workflows and pro-actively seek to improve these for a better customer experience as well as to drive internal efficiencies
  • Focus on meeting SLA targets whilst providing clients with effective and strong support
  • Triage and assign the appropriate level of priority and issue type to the incoming customer enquiries
  • Engage with our clients via our ticketing system to provide troubleshooting as well as technical support, best practices and training around our platform
  • Hold responsibility and accountability for ticket resolution and workload prioritisation
  • Escalate product queries as appropriate
  • Regularly update clients on their open queries and set expectations with clear next steps and appropriate timelines

Cross-functional responsibilities

  • Proactively collaborate with the Professional Services team to deliver on clients requirements
  • Proactively work with Customer Success teams to mitigate at risk clients
  • Seek to optimise cross-functional collaboration
  • Work with our Product teams to influence needed changes and additions to our products documentation
  • Spearhead the reporting and processes for effectively communicating on product feature requests and/or improvements
  • Feed into the long term strategy and vision for support at Qubit

Personal Attributes:

  • Either a degree in Computer Science, Web Development or related discipline or the equivalent in relevant work experience
  • Proficient with JavaScript, you will be able to hand code a website from scratch. Some knowledge of JQuery would be very helpful
  • Good AJAX, CSS and HTML skills (React desirable)
  • Experience cross-browser checking would be highly advantageous
  • Troubleshooting experience
  • Experience in working in a support organisation and using a ticketing system (customer facing experience desirable)
  • As a curious minded, proactive and organised individual, you love investigating and understanding the root causes and you are a problem solver
  • As a strong and detail oriented communicator, you are able to deal with clients in business and technical terms
  • Driven by customer satisfaction, you can manage expectations with empathy and professionalism
  • You have a track record of demonstrating initiative, process adherence and execution
  • Desire to learn quickly and thrive in a changing environment
  • You are fluent in English

Benefits

As well as the opportunity to solve complex problems in this exciting new era of big data, here’s what we offer:

  • Very competitive variable compensation plans
  • Generous equity options mean you’ll own a piece of the pie
  • Excellent health insurance packages
  • Heka Wellbeing Platform (you can choose to use your Qubit allowance on a range of physical wellbeing, mental health and nutritional perks)
  • Virtual socials, quizzes and get-togethers (until we can all meet again!)
  • Plenty of opportunities for training and development through Learnerbly L&D platform
  • Q Talks, our internal Ted Talks, where we have a range of exciting and inspirational speakers to help us think differently


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Qubit.

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