Associate Customer Support Engineer

Job Description

Description

The Associate Customer Support Engineer (ACSE) is responsible for responding to customer issues across our Wdesk and Wdata platforms. Support consists of troubleshooting issues with customers, identifying problems, researching answers, and guiding the customer through corrective steps. A key component of this position will consist of providing technical and functional support to customers over the phone, chat or case management. An ACSE provides product information and resolves a moderate amount administrative and product problems which our customers face. They are responsible for owning the customer experience and improving our ability as a business to support their dynamic needs.

What You’ll Do:

• Customer Support: Support customers by providing functional expertise over the phone, chat and case management
• Manages front-line customer inquiries within the expected timeframe and will escalate to necessary departments when appropriate
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
• Troubleshoots customer issues by utilizing knowledge of application and by self-guided research of issues • Capable of resolving common customer issues without assistance
• Recognizes urgent customer calls, chats and tickets, and takes the necessary steps to remediate or escalate the situation
• Provides a high quality customer experience to produce or maintain raving fans
• Contributes to improving the customer experience - offering ideas of how to improve process or policies to benefit the customer
• Lives the Workiva Values and Principals and guidelines on how to produce results and improve the business
• Maintains focus on learning support processes and Workiva products to become self-sufficient for a majority of customer support requests What You'll Need Education Associate's Degree or equivalent combination of education and experience in a related field.

What You’ll Need:

• Ability to multi-task and manage changing priorities
• Ability to understand basic to intermediate math concepts
• Ability to communicate via email, phone, chat and other customer channels - showing progress in professionalism across all channels
• Moderate technical aptitude, with moderate competency in using Google Drive and Microsoft Office Suite
• Strong communication (verbal, listening and writing) skills
• Self-motivated and action-driven with the ability to take initiative, execute and follow-through
• Able to learn and incorporate changes or learning into regular day practice
• Able to edit or create new process documents to be used in a support wiki for use by support team
• Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
• Proven ability to meet established timelines and service level agreements
• Demonstrates strong sense of customer service with ability to identify customer needs and expectations and respond in a timely and effective manner
• Demonstrates strong teamwork orientation

Experience

• Previous experience in accounting or finance preferred
• Experience in a support/service role for a financial services company or technical support organization preferred
• Nice to have, not required: Basic or Intermediate experience with database support or network security support

Working Conditions & Physical Requirements: Varying and overtime hours required during peak seasons
Hours: Friday - Monday (10 hours shift) 8 AM -6 PM

Travel: Minimal travel

Where You'll Work:

Our values drive how we work and whom we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

• Customer Success: Always delight our customers.
• Trust: We rely on each other.
• Integrity: Do the right thing, every time.
• Collaboration: Share resources and work together.
• Innovation: Keep creating solutions and finding better ways.
• Inclusion: Support a diverse community where we all belong.
• Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems. At Workiva, you’ll enjoy:

• Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
• Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
• Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
• Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
• Learn more: https://www.linkedin.com/company/workiva/life/

Individuals seeking employment are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.