Customer Support Associate

LeanIX is seeking a Customer Support Associate who will be the first point of contact for all Customer Support requests. Part of the Customer Success organization, the Customer Support team at LeanIX is a critical part of the company's current and future success as they empower and enable our customers to efficiently and effectively use the LeanIX product suite.

Customer Support Associates should have a basic knowledge of and an overall passion for learning more about technology. In addition to having excellent communication and writing skills, Customer Support Associates should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers. The ideal candidate is motivated by being a problem-solver - reducing and minimizing the effort of our customers to get their support cases resolved. You'll be an integral part of a Team, whose success is based on your success and the success of our customers.

The Customer Support Associate role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Associates have gone on to thrive not only in the Support organization but in Engineering and Customer Success Management, as well.

Customer Support Associate
Connected Remote and based in Massachusetts, US.

WHAT IS WAITING FOR YOU?

• Evaluate the impact and criticality of all support requests, escalating with urgency when needed
• Handle support requests from a variety of different channels (Zendesk Tickets, Intercom chat, Online Community, Scheduled Calls)
• Provide excellent documentation (e.g., steps to reproduce) for support tickets
• Work cross-functionally with the global Customer Success Management, Engineering teams and Developers in order to solve complex customer cases

WHAT ARE WE LOOKING FOR?

• 0-3 years of relevant working experience (Customer Support, Technical Support, Help Desk type experience)
• Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
• Profound understanding of Customer Support KPI/Metrics
• Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
• SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
• Software/Configuration integration between applications (Service Now, Confluence, Pivio, Apptio, Intercom, Signavio)
• Multilingual candidates are preferred, but not required

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