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Technical Support Engineer II

Arkestro

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See open jobs at Arkestro.See open jobs similar to "Technical Support Engineer II" Cervin Ventures.

IT, Customer Service

Remote

Posted 6+ months ago

Founded in 2017, Arkestro is a rapidly-growing early-stage startup that is transforming the way every company in the world does Procurement. Our platform leverages state-of-the-art machine learning methodologies, combined with game theory and behavioral science, to enable top global enterprises to manage their spend. By optimizing transactions and providing deep insight into spend data at a massive scale, our customers are able to mitigate supply chain risk, increase efficiency, and achieve best-in-class cost savings without increasing headcount.

Join Arkestro on our journey to revolutionize procurement! Although we are a small startup, we have big dreams and potential. Our customers are some of the most successful and recognized large enterprise organizations in North America. We are seeking passionate individuals to work with our talented team to make an impact on our customer’s lives. If you are a creative problem solver looking for a challenge, or just want to shake up the procurement world, apply now! See Arkestro in action at arkestro.com.

About this Role

The Technical Support Engineer II will report to the Director of Customer Support and will be responsible for resolving incoming issues reported by our customers related to their use of the Arkestro platform and for working directly with customers to promote their ongoing optimal use of the Arkestro platform. This person will be responsible for inbound email, chat, and phone support to maintain defined service levels and to ensure customers are productive and happy.

This position requires that your core hours will be Pacific Time - this could be either 9 am to 6 pm Pacific, or 10 am to 7 pm Pacific.

Responsibilities

Respond to, troubleshoot, and resolve incoming technical and application support issues from customers
Record and track customer issues with ticketing system
Receiving incoming calls, chats and emails from customers during US Pacific Time hours.
Develop strong relationships with customers and a deep understanding of their individual needs and use-cases
Develop deep understanding of the Arkestro application including both the supplier and the procurement team experiences
Develop and knowledge and appreciation of procurement as a business function
Escalate and track resolution of customer issues
Suggest and implement new procedures to improve customer service
Create new and improved knowledge articles to reduce support cases
Update knowledge and skills for changes with new product functionality
Use customer relationship management software (CRM) and other tools to document customer interactions
Share on-call rotation responsibilities for occasional 24x7 after-hours support escalations

Qualifications

You love people and you are authentically passionate about customer service
You are located anywhere in the U.S. and you will work during Pacific Time (9 am to 6 pm Pacific, or 10 am to 7 pm Pacific)
You have at least 2 years of experience working in a technical, customer-facing role supporting cloud-based/SaaS technology in a B2B environment
You understand and genuinely care about common support metrics, best practices, and related success factors
You have an understanding of SaaS/web application technologies (HTML, JS, CSS)
You are experienced in writing clear replication steps to reproduce customer issue and facilitate escalations
You have strong written and verbal communication skills
You have proven problem solving abilities, including documenting and communicating solutions or workarounds
You excel at collaborating both internally and externally to resolve customer issues in a timely and effective manner
You enjoying learning and taking on new challenges

Qualities of the Ideal Candidate

Experience in a fast-paced, high-growth startup environment
Familiarity with technical escalations (prioritization, replication steps, issue tracking)
Preference for at least 1 or more years of experience with procurement/supply chain
Microsoft Excel skills with ability to create, enhance, organize, and present data
Familiarity with customer service quality metrics like NPS, CSAT, FCR, FRT, AHT, etc.
Working knowledge of business processes, workflows and organizational structures

Pay Range

$80,000—$95,000 USD

Arkestro is committed to providing our employees with a benefits package designed to give you the flexibility you need to ensure a healthy life/work balance. Arkestro offers our employees great benefits and perks, including, but not limited to:

Competitive salary and startup equity
Health Benefits

The option to have 100% paid medical and vision plan for you AND your dependents
Dental Insurance

Generous 401K matching
Unlimited PTO
We are highly supportive of flexible work hours
We are a remote-first team, but we like to get together for team building, design sprints, and customer visits
A one time budget of $1,500 for home office supplies
Annual budget of $1,000 for learning and development
Diverse, inclusive, highly collaborative, and vibrant culture

Arkestro is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Disclaimer

Please note this job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands. Arkestro reserves the right to change duties, responsibilities and activities at any time with or without notice.