Technical Customer Support Specialist

Remote /
Sales & Customer Success /
Full Time
As a Reserved.ai Technical Customer Support Specialist, you'll engage with customers to provide support, analysis, and training, where necessary. You will work with the other members of the Reserved.ai team including Account Managers, Sales, Solution Architects, Product, and Engineering. You will be the Subject Matter Expert on account and billing issues. You will proactively help customers avoid potential issues and  dive deep to understand the underlying issues to help a customer resolve their problems. Additionally, you will:

Responsibilities

    • Be a part of the customer-facing “voice of customer” team, addressing complex account and billing issues 
    • Work with internal teams (engineering and product) to drive issue resolution.
    • Partner with customers and provide education about their account and our service’s best practices.
    • Perform deep dive analysis on enterprise customer accounts, using REST APIs, Python scripting & Jupyter data analysis.
    • Advocate for our customers’ needs while reporting and acting on observed areas for improvement in process and/or tools.
    • Work cross functionally with our internal teams to ensure a consistent and high-quality level of support
    • Develop detailed knowledge about Reserved.ai specific products and features.
    • Actively seek solutions to customer needs and communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience
    • Provide feedback for internal resources, ensuring updated & accurate information while maintaining continuity.

Basic Qualifications

    • Basic Python, Jupyter & REST API scripting knowledge
    • Basic programmatic data analysis experience
    • Experience in a customer support environment.
    • Experience analyzing, troubleshooting, and providing solutions for technical issues
    • Knowledge of Internet Fundamentals
    • Excited about new technologies
    • Knowledge of Cloud Computing concepts
    • Experience with Cloud Computing platforms (AWS, Azure, GCP)
    • Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience.
    • Strong customer focus
    • Comfortable in an ambiguous, ever changing environment
About Us

Our Culture is shaped by a commitment to our Core Principles

Our Mission is to make cloud resource management uncomplicated, continuous and automatic.

Our Vision is to power frictionless cloud innovation

We have 7 key principles of conduct we live by every day to help us achieve this mission:Get a referral bonus for the great people you know! With our amazing referral program, you could be eligible to win outstanding rewards for referring qualified new hires to Reserved.ai!

Reserved.ai Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law