ReMatter · 18 hours ago

Customer Success Engineer (US - EAST)

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $90K/yr

2+ years exp

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Software Development

No H1B

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Responsibilities

Own customer support interactions across inbound live chats, phone calls, and emails

Practice active listening and customer focus

Maintain timely and thorough communication with customers in accordance with ReMatter’s SLAs

Partner with customers to troubleshoot hardware issues (IP cameras, printers, ID scanners, scales)

Communicate common customer issues and feedback as the Voice of the Customer

Provide feedback to the product team on product gaps/opportunities

Serve as an expert on the ReMatter platform and enable customers with product knowledge and help center content.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support experienceTroubleshooting hardware issuesKnowledge base article writingIP camerasExperience in SaaS environmentBilingual in SpanishIntercomWork in startup environment

Required

2-3+ years of experience in a client-facing role, ideally customer support, supporting relationships with complex organizations with multiple stakeholders

A positive communication style with an ability to navigate difficult conversations gracefully

Strong written and oral communication skills

Strong organizational skills and attention to detail

Bias towards action and solving problems customers are facing

Demonstrated ability to work in a fast-paced, dynamic startup environment

Experience writing knowledge base articles / help center content