Customer Support Representative - Tier II
Customer Support | Seattle, Washington, United States
Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.
DocuSign is obsessed with delivering an amazing customer experience. As a Customer Support Tier II Representative, you are the first line of defense to educate and solve the problems and delight our commercial and enterprise customers. The position acts as the liaison between customers and all functional areas within DocuSign to resolve service and support related inquiries. The scope of the position ranges from helping the SMB space to the largest Fortune 100 customers.
This position is an Individual Contributor position and reports to Tier II, Manager.
Provide exceptional support for our applications and associatedservices.
Answer phone calls, chat and emails to troubleshoot issues customersface when using DocuSign products, including integrations, setting uptemplates, transaction workflow education, etc.
Achieve ~ 90% or higher on closed case surveys and qualityassessments.
Utilize support tools and resources necessary to get the job done,including e-mail, chat, telephone and Salesforce.
Proactively identify improvements to the product, identify bugs andotherwise determine high-impact opportunities to enhance thecustomer experience.
Promote DocuSign products and services to customers and prospectivecustomers by consulting with the customer and evaluating their serviceand support needs.
Deliver informal product training to prospects, customers and fellowemployees.
DocuSign Envelope ID: 0E5991FF-5D42-431F-8080-711178CDCE6A
1+ years of experience as a technical support representative ordemonstrated equivalent.
Ability to demonstrate customer service skills to be able to solvecustomer service issues, both technical and account level.
Ability to navigate and troubleshoot in ticketing systems, bugsubmission and other support systems procedures.
Expert understanding of desktop operating systems including Windowsand Apple OS
Experience using Salesforce.com a plus
Experience developing requirements for customer support
Self-motivated and goal-orientated
Superior oral and written communication skills
Ability to maintain composure in critical situations and communicateclearly with both internal and external customers
Capacity to review policy process via computer-based database as
necessary to provide answers or solutions to customers
Attention to detail, excellent organizational skills, superior timemanagement skills
Ability to collaborate with peers in other organizational units
Ability to independently work and problem solve in changing, ambiguous environment
Bachelor's degree or higher in a relevant field preferred
Customer Success & Support @ DocuSign
At DocuSign, we measure our success by our customers' success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization, so we can DocuSign Envelope ID: 0E5991FF-5D42-431F-8080-711178CDCE6A improve the user experience and make it one that consistently exceeds expectations.
DocuSign® is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.
DocuSign is an electronic signature platform which empowers businesses to complete transactions online.