Technical Support Engineer - Level 3 Support

San Francisco /
Customer Experience, AMER /
Full Time
At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that.

Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices in London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.

This role is remote for the remainder of 2020, & until it is safe to return to the office.

THE ROLE:

As part of the Technical Support Team, you will be required to work closely with the Sales/Partner Team and Product Management Team to provide product knowledge, configuration assistance, and second/third level technical support to Deputy’s customer base.

As the highest level of technical support, you will be the go-to resource for any technical questions regarding the Deputy product and have a passion for customer service support.

This role is frontend support with the opportunity to learn backend systems.

RESPONSIBILITIES

    • Troubleshoot issues escalated by second level support, this may include outbound contact with clients for additional information and resolution.
    • Provide clear and detailed information to clients on product feature functionality, both written and verbal.
    • Communicating client perspective to Product and Development teams for feature improvements/fixes.
    • Documentation of support processes and issue resolutions.

SKILLS

    • Fast learner, with an interest in technology
    • Tertiary Education in IT - ideal but not mandatory
    • 2-3 years' in a Customer Service or software support role
    • Great listener and communicator
    • Attention to detail and passionate about solving client queries
    • Collaborative team player
    • Ability to prioritise, manage time effectively and multitask


PERKS

-WeWork offices in Atlanta, GA and San Francisco, CA
-Employee Stock Ownership
-Competitive Compensation Packages
-Annual Development Budget
-Fully Paid Health benefits (for individuals)
-Company outings
-Hackathons
-Commuter Reimbursement Program
-Flexible Work Schedule


WHY JOIN DEPUTY?

Deputy bring in $81M series B
No. 5 on Forbes Cloud 100 for 2018: Rising stars
Why IVP invested in Deputy
Check out why our customers love us GetApp and G2Crowd.

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.