Associate Technical Support Engineer
Optimizely
Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.
Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.
We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!
If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...
Introduction
Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate and differentiated support so they can focus on doing what they do best.
You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.
Job Responsibilities
- Provide support for inbound inquiries through our different channels, web portal, email, phone and chat.
- Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
- Effectively prioritize and manage individual ticket queues.
- Deliver on quarterly Objectives and Key Results that align with our business goals.
- Participate in client meetings where required
- Advising our customers on the optimal use of the software according to the customer's requirements
Knowledge and Experience
- You are genuine in your desire to help others and ideally have 1-3 years of experience in a customer-facing role.
- Working knowledge of web technologies such as Azure, HTML/ XHTML, CSS, MPV, ASP .Net.
- Good understanding of basic programming skills, e.g., in scripting languages.
- Strong critical thinking, analytical and problem-solving skills.
- Value a bottom-up culture and are not afraid to share your ideas.
- Have a thirst for knowledge, often challenging yourself to learn new technologies.
- Email marketing background is a great plus but not required.
Education
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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