Provide global escalation support, resolve customer tickets, communicate effectively, and maintain updated partner data while meeting KPIs.
This is a remote position.
What will you do?• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, with excellent customer experience at heart of all you do.
• Escalate and Deescalate tickets to appropriate support channels. o Accurately capture data within CRM.
• Share insights and trends back to leadership & client.
• Maintain a partner index updated with key data points.
• Work as part of global team but also autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives. • Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required.
Requirements
Skills & Qualifications:
• Fluent / Native level of proficiency in English, both written and verbal
• Exceptional attention to detail with the ability to articulate data insights and trends information
• Slightly flexible with working hours to balance different regions
• Familiarity with software and hardware products is a plus. Must be eager to learn new technologies.
• Ability to empathize with the customer, partners and client contacts
• Problem-solving mindset and passionate about delivering excellent customer experience
• Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint)
• Experience working in multinational and multicultural environments is preferred
• Working knowledge of Salesforce and/or other CRM tools is a plus
• 2 years experience in similar workstream (Administration, ticket support, back office function)
Similar Jobs
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
Provide global customer support via ticketing and calls, troubleshoot technical and product issues, validate escalations, participate in incident management, collaborate with internal teams, document and improve processes, cover on-call shifts, and meet SLAs and departmental OKRs.
Top Skills:
Apple MacosChatgptGoogle GeminiGoogle SuiteSalesforceSlack
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
The Director, Solutions Engineering will lead the Solutions Engineering function, manage teams, develop technical solutions, and guide customers in evaluation and implementation processes across the customer lifecycle in Capital Markets.
Top Skills:
BlockchainFinancial SystemsTechnical Architecture
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
As a Forward Deployed Engineer, you'll redesign work processes using AI, prototype workflows, and engage both technical and non-technical stakeholders to drive efficiency and impact.
Top Skills:
Agent FrameworksAILlm Tooling
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
