Crunch Technical Customer Support Engineer

Technical Customer Support Engineer

We have a growing product and user base and need an organized, detail-oriented person to join our customer support team.

The role of Technical Customer Support Engineer is centered around 4 key areas:

1. Customer support - triage and resolve highly complex, technical, and application-related support issues which impact product performance and customer success.

2. Product testing - systematically and with attention to detail, test our new product features, detecting back bugs and contributing to new documentation.

3. Supporting the sales team - reviewing prospects data and preparing datasets for demonstration. Proactively assist new users with post-sales education and onboarding.

4. Professional services - manage and execute specific projects where Crunch.io has been engaged to set up customer data on their behalf

Some of the things you’ll be doing include …

• Developing deep understanding of the application, and internal Crunch documentation, to become an expert.

• Communicating with customers via email and online web calls (eg: Zoom) to ensure effective use of our app in line with best-practice.

• Maintaining excellent relationships with customers by applying superb customer service and technical skills.

• Fielding user questions and reported problems and triage them appropriately in our centralized international support desk (using the Zendesk app)

• Developing and deliver reports (on customer account usage) on a periodic basis.

• Applying in-depth troubleshooting and debugging skills to get to the root cause of customers’ issues. Develop clear reproduction steps for issues, for both problem-solving and acceptance testing. This involves integrating knowledge of different survey systems, the Crunch.io platform and other related software.

• Prioritising customer cases effectively. It’s vital you are able to juggle priorities, and articulate your plans to your co-workers and management.

• Escalating the relevant support issues to product management and engineering teams. Our technical support staff need to be fully versed in our software to comprehensively close the majority of tickets independently.

• Contributing to the knowledge base (help.crunch.io) making sure that our documentation is up-to-date and accessible. This includes extensively researching and documenting software and technical issues which can become the basis for knowledge base articles.

Who you are…

• Experience & Background. Experience in data processing for market research surveys (cleaning, tab specs, programming, etc). You have a background in market research operations, good understanding of survey analysis concepts, tools, and methods, and competency in a statistical programming language (eg: SPSS syntax or R)

• Educated. BA/BS degree in Computer Science and/or statistics preferred but other technical or quantitative degrees or equivalent work experience will also be considered.

• Problem Solver. You are a natural problem solver with a curiosity about technology. Others describe you as a highly creative, curious technologist, and you have excellent research skills, and strong analytical and deductive skills, important for isolating the cause of bugs.

• Communicator. Your verbal and written skills are top notch. You have excellent spoken and written English language skills. You have an outstanding ability to empathize with customers and convey confidence, and are skilled with conflict resolution, collaboration and small group facilitation skills.

• Organized. You must be able to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure.

• Flexible. You have the ability to multitask and handle frequent interruptions.

Detail oriented: Attention to detail is your trademark, with a strong desire to find solutions for problems

We are a remote company, with all employees working remotely. We believe in hiring the best people, not restricted by geography. For this role, we need flexibility in time zone coverage (eg: may encompass coverage of US & European time zones for support). Working remotely requires high motivation and the ability to report back on productivity. We believe it also helps foster excellent work/life balance for our employees.

We are a startup, with a fast paced startup culture. Also, we are funded by, and operate as a wholly owned subsidiary of a public company, so our employees benefit from the excellent benefits and opportunities provided by a large company.