PagerDuty is looking for Technical Support professionals to help our users when they come in contact with our support team. Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base.
We strive to be very responsive and to go above and beyond for our customers. We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.
This is an excellent opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and well-funded organization.
Key Responsibilities
- Taking all first line calls from customers and identifying initial issues
- Successfully resolving customer emails and phone requests through the use of varied ticketing, content and task management tools
- Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
- Improving our documentation and support PagerDuty.com by adding to our processes and documentation with your own suggestions and efficiencies
- Running some billing and sales related requests
- Leading tickets from high priority customers on an on-call basis
Basic Qualifications
- Excellent written communication, work ethic and attention to details skills
- Experience handling customer issues through a ticketing solution (such as Zendesk)
- Hands-on experience in a technical customer support capacity, supporting customers using an Enterprise Software or SaaS Solution
- Prior experience taking calls directly from customers in a technical support capacity
- Be willing to work specific hours to provide SLA time-based coverage to our customers (we need to cover the shift from 1 pm - 21 pm Fall Winter and 3 pm to 12 am Spring Summer Chile time).
- The ability to write about technical subjects clearly
- The enthusiasm and perseverance to handle customer support and billing requests over the phone
- Fluent English is required
- Availability to work 4 day per month into our Santiago office
Preferred Qualifications
- Technical experience with coding, linux, desktop support or HTML
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 time per month, so they can thrive in their new role and fully embrace being a Dutonian!
