Customer Support Associate

Company Description

At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.

Headquartered in Jacksonville, FL, we serve over 8,000 customers across the globe.

Revalize is a portfolio company of TA Associates.

Global Customer Support (GCS) serves an important role at Revalize, and our agents add tremendous value for our customers. GCS is staffed by a combination of support agents with different levels of responsibility and roles. The Customer Support Associate (CSA) is an early-career role, and while candidates have some work experience, the focus for the CSA is gaining professional experience while analyzing and troubleshooting a variety of technical issues for customers. Successful CSAs apply their analytical aptitude and communication skills to resolve technical and functional issues, communicate directly with customers in a professional manner, and take pride in delivering quality solutions in a timely manner. Commonly referred to as Level 1 or Tier 1 agents, the CSA is a key member of the GCS team. Advancement in GCS is based on several factors, including but not limited to performance, knowledge, ability, and alignment with Revalize core values.

Job Description

We are looking for a first-level Customer Support Associate to provide superior software support to our clients. This is a full-time position.

Responsibilities:

• Provide excellent customer service to Revalize customers and teammates through consistent and thoughtful behavior aligned with Revalize values
• Provide support for incoming queries and issues related to the company’s proprietary software solutions
• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved
• Adhere to established customer service and documentation standards
• Solve and respond to first-level support requests and escalate issues as required
• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to Revalize proprietary software, processes, and procedures

Qualifications

Required Skills & Abilities

• Strong interpersonal and communication skills
• Strong aptitude and ability to maintain focus to analyze, research, and troubleshoot issues OR approximately 1 year previous experience troubleshooting SaaS applications, software and hardware issues
• Ability to be consistently productive while working remotely
• Regular and consistent access to a quiet work area to conduct business over the telephone and/or video calls
• German and English language proficiency (spoken and written)
• Access to a reliable high speed internet connection for working remotely (minimum 20Mbps download/2 Mbps upload)
• Ability to excel in a high-paced ever-changing environment

Preferred skills and abilities:

• Experience in use of 3D CAD systems strongly preferred
• Working knowledge of Salesforce preferred
• Understanding of networking topologies & protocols

Additional Information

All your information will be kept confidential according to EEO guidelines. If qualified, to complete your application you will be required to complete a behavioral and aptitude test to be sent out via email.