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
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Sell Jira Service Management to SMB customers through inbound follow-up, outbound prospecting, product demonstrations, consultative discovery, and business-case development. The role drives new and expansion pipeline, manages territory and account plans, meets revenue quotas, supports upsell opportunities, and provides customer and market feedback to product, engineering, and marketing teams.
Top Skills:
Atlassian CloudJira Service Management (Jsm)
Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
Build and deploy production backend services, third-party integrations, internal tooling, and voice agents for strategic enterprise customers. Work directly on site with customer technical and business teams, monitoring and optimizing live systems for accuracy, latency, and throughput. Collaborate with research and product teams to extend the platform, provide field feedback, and create reusable solutions. The role involves regular customer-site work, solution scoping, technical problem-solving, and end-to-end ownership of deployed systems.
Top Skills:
APIsCloud InfrastructureDockerGoJavaScriptKotlinKubernetesPythonRustSpeech-To-TextText-To-SpeechTypescriptVoice Ai
Edtech • Healthtech • HR Tech • Information Technology • Professional Services • Software • Telehealth
Manage outbound lead flow, generate sales opportunities via high-volume calls and emails, schedule appointments, document interactions in Salesforce, hand off qualified leads to sales, meet daily call quotas, and stay current with behavioral health trends.
Top Skills:
MS OfficeSalesforce
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
