Job Description
The Role:
Vortexa is looking for a Customer Support Engineer for our growing Support team.
You will be a passionate customer advocate and eager to deliver continuous value through support services. You will be an autonomous individual contributor, but collaborative in approach, working with multiple internal and external stakeholders outside of CS and therefore getting an insider view into multiple aspects of our business: Vortexa customers, sales and revenue operations, industry analysts, R&D teams and others.
Your most important contribution will be to facilitate answering customer questions, see customer tickets through to closure, through reporting bugs, logging product requests, analysing tickets to find common issues, escalating cases in an appropriate way and creating a knowledge base both for external and internal consumption.
This role is critical for the success and growth of Vortexa as we continue to develop our products and services. In 2024 and beyond we will focus on scaling the Vortexa support team and streamlining the support process.
At Vortexa we set focused goals, encourage ideas and strive to innovate in everything we do. After all, the decisions we make today are set to impact one of the world’s biggest industries tomorrow.
Key responsibilities:
- Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution
- Maintain strong relationships with our customers for the delivery of technical support
- Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
- Work across multi-cultural and geographically distributed teams
- Analyse support tickets for trends and implement proactive measures as needed
- Assist with triage process to R&D
- Build and maintain self-serve support platform
Our ideal candidate will have:
- Above all a customer oriented focus and passion for delivering prompt and quality support services
- Experienced in providing first-line support in SaaS business
- Familiar with ticketing systems - you will drive service desk success. Familiar with Jira Service Management is a bonus.
- Experience in support of API-based and Web-based software applications
- Basic/Intermediate experience in Python
- A vibrant, diverse company pushing ourselves and the technology to deliver beyond the cutting edge
- A team of motivated characters and top minds striving to be the best at what we do at all times
- Constantly learning and exploring new tools and technologies
- Acting as company owners (all Vortexa staff have equity options)– in a business-savvy and responsible way
- Motivated by being collaborative, working and achieving together
- A flexible working policy- accommodating both remote & home working, with regular staff events
- Private Health Insurance offered via Vitality to help you look after your physical health
- Global Volunteering Policy to help you ‘do good’ and feel better