Partner Support Team

Your mission

Do you thrive on providing exceptional customer service while navigating the landscape of technical solutions? We're seeking talented individuals who excel in customer-facing roles to join our team. As a pivotal member, you will collaborate with the team to deliver optimal support to key customers, guiding them through the onboarding phase and occasionally supporting cases of upselling or cross-selling. Your primary focus will be to guide  customers through the implementation journey, offering troubleshooting assistance and leveraging training resources and internal technical library. Your responsibilities will also encompass the crucial task of maintaining timely customer feedback and ensuring our internal monitoring tools remain consistently up-to-date.

What You'll Do

This role calls for a blend of direct customer interaction and meticulous written communication, demanding great communication skills—both written and verbal. Rest assured, we provide extensive training before you engage with customers, including shadowing peers and participating in workshops to hone your skills. Your typical engagement will involve an introductory scoping call with the customer, followed by ongoing support via email, weekly calls, and interactive workshops. Your adept communication skills will shine in live customer environments as you answer queries, provide feedback, and offer solutions for issues related to API calls or account configuration, guiding customers seamlessly to the appropriate sections within our documentation.

A typical engagement will involve:

• Guide customers through the implementation journey with a scoping call, catch up calls and email communication. 
• Adhere to standardized project procedures
• Troubleshoot technical issues with comprehensive support from our documentation
• Ensure timely and effective responses to customer inquiries
• Follow up with customers to guarantee they receive exceptional support
• Maintain accurate status updates of customer integrations within our internal reporting tools

Your experience

• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Fluent spoken and written English plus another language, French, German or Italian
• Prior experience in tech support, desktop support, or a similar role is required.
• Passion for the DEV or programming business, ready to learn and tackle new challenges with provided training.