Customer Support Engineer

Job Description

Job Description

Salary : 60k-70k annually, DOE

We're growing and looking for our next Customer Support Engineer to join our team! Do you share our passion for accountability, love our core values, enjoy technology, and possess excellent written and spoken communication skills? Read on!

Whats the starting salary range?

Depending on your customer service and technical support experience, this full-time salaried role starts between $60,000 and $70,000 annually.

What makes the Accountable2You support team different?

Everything we do at Accountable2You centers around support-driven growth, which we feel is the ideal way to grow a company that centers around serving our customers. Customer Support is central to our business model, essential to our vision, and vital to our shared success.

What does a normal day look like?

As a Customer Support Engineer, you will need to master the deeper workings of our software acting as a subject-matter expert and guiding other team members through complex conversations. Most of our work centers around things our customers encounter : troubleshooting software issues on various device types, explaining technically advanced details about our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS give us a wealth of technical topics to learn and master each day.

As a CS Engineer, youll also be expected to learn about our backend technology stack over time as youll frequently serve as the liaison between Customer Support and DevOps. To effectively communicate with our product and DevOps teams, youll need to understand the fundamentals of our various monitoring methods and API functions. While you wont necessarily write our technical documentation, your expertise will be leaned upon heavily to review our customer-facing documentation for technical accuracy as we roll out software updates.

Although you might not be a software developer, youll spend about 20% of your week on troubleshooting, bug-reporting, and project-based tasks. Youll also get the chance to use virtual machines and test devices to suit your test cases and isolate bugs in our production software.

Our Customer Support team handles incoming technical and account-related emails as well as live chats while working together on improving our processes, customer documentation, and learning (and testing) our technology.

Its important to note that while our support team is customer-facing, we dont operate in a call center or a sweatshop dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. Youre expected to jump into the inbox alongside the other team members, yet also spend a great deal of time designing processes, improving our customer-facing content, and documenting our technology.

Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation.

While many of our customers use our software to keep would-be temptations at bay and maintain a lifestyle of purity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.

About you

• Youre an outstanding human . We get it, no one is perfect, yet you possess a strong moral character thatloves our core values and affirms Accountable2You's mission and purpose.
• You believe the struggle is real . You countbondage to pornography and other addictive behavior as serious matters. Youre committed to helping people in their journey toward life change.
• Youre experienced in tech support . Were looking for at least 3 years of experience in a technical support role such as desktop support, system support specialist roles, or network support specialist roles.

Bonus points if written communication between you and your customers comprised over 50% of your interactions!

Requirements

Bonus points

When and where do you work?

This role works standard business hours (Monday through Friday, 8 AM - 5 PM). This role is office-based in Williamstown, Kentucky, and is not eligible for remote work.

We recognize the best talent might not live within a commuting distance to our office. We offer a generous relocation package for US-based candidates outside the local area. If youre our top candidate, well help you move here!

Does this sound like a good fit?

We hire the best fit, but theres a lot more that goes into best fit than a laundry list of previous experience.

If you love ourmission and values and model thehumble, hungry, and smartethos we aim for at Accountable2You, we encourage you to apply - wed love to hear from you! We respond to all applicants, so you'll definitely hear back from us.

PS - We love cover letters! Be sure to include one with your application to let us know why you'd like to work for Accountable2You!

PLEASE NOTE : Our emails to you may go to your spam / junk folder if your spam filter is overly aggressive. After submitting your application, please check for our automated confirmation email in your email inbox. If the automated confirmation email doesn't appear in your inbox, please check your spam / junk folder and mark the message as "not spam" or "not junk" to receive our follow-up responses.