Customer Support Representative

Job Description

What is The Role: The Elastic Support team is seeking a Customer Support Representative to join a growing and ever-evolving team of rock stars. As we are a distributed team and company, your location can virtually be anywhere. Its imperative that you enjoy working from home, or an unaffiliated co-working space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction. What You Will Be Doing: An important part of our help to customers includes questions around billing, account management, and similar topics. Our customers also come to us with less-complex technical issues critical to the customer experience. This role and team is focused on those topics, and more, including: Working directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations Becoming a subject matter authority on partner account billing details and technical processes Performing deep analysis across many business systems for any issues related to accounts, billing, and subscription management Collaborating with internal technical, development, and financial teams, owning all external communication with customers Educating our customers on various aspects of their cloud-based accounts Understanding and helping us improve our business systems and processes to avoid customer issues Uncovering enhancements we can make to our customer experience Communicating trends to Team Leads, Management, and Development to improve our offerings Contributing to our knowledge base to drive an ever-improving customer experience What You Bring Along: A high level of passion and pride in your work, a hunger to learn, and you view change and challenges as opportunities to make things better Experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes to keep us growing without stumbling. In fact, youre stoked to share some of the significant improvements youve made in past situations with us Strong ability to independently prioritize and handle your work in a distributed, dynamic, fast-paced environment Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems Problem-solving skills Strong English skills, both written and verbal 3+ years of relevant work experience Bonus Points: Experience with Cloud services in a SaaS environment Shown success delivering on cross-functional initiatives Experience with business-to-business accounts and billing Proven record of handling high-visibility customer critical issues to successful conclusion.