Support Engineer

Support Engineer

ClearlyRated is a leading organization dedicated to helping businesses leverage customer feedback to drive service excellence and growth. We are committed to delivering exceptional experiences through our data-driven solutions, collaborative culture, and focus on customer success. We are seeking a highly motivated and detail-oriented Support professional to join our dynamic team. The successful candidate will be responsible for ensuring our customers' success during onboarding and throughout their engagement with ClearlyRated. This includes triaging incoming issues from our global customers and delivering both standard support services and managed (paid) services to specific customers under a "white-glove" model.

Key Responsibilities

Provide Level One help desk support

Handle "how to…" questions from users

Triage and assign incoming tickets to the appropriate team (e.g. Engineering, Product, Data Ops, CSM, and others)

Follow through on issues that require expertise from other teams by directing the issue to the appropriate team for further review.

Provide ticket progress updates to Customer Success Managers and other relevant stakeholders

Provide high touch support to specific high value customers.

Engage with the Customer Success Managers to provide success to our customers.

Help upload customer data into the platform as well as validate accuracy of customer data and provide feedback to customers on how to improve provided data

Skills, Knowledge and Expertise

Experience with MS Excel

Can perform basic operations and have good knowledge of MS Excel functions

Ability to filter, replace, and edit data

Experience with customer support

Experience troubleshooting customer issues

Experience working with JIRA

A high level of written, spoken, and interpersonal communication skills in English

Team-oriented attitude

Cross-functional collaboration experience (Engineering, Product, Data Ops, CSM, etc.)

Ability to work independently with minimal oversight

About ClearlyRated

ClearlyRated is the leading CX platform designed specifically for B2B service firms. We offer firms a sophisticated alternative to manual processes and basic survey tools, then pair that with world class customer care and support. Ours is an efficient, industry-focused solution that provides data-driven insights to quip service teams with a real-time understanding of client and internal employee interactions and satisfaction. Our platform anticipates and resolves service issues before they impact customers, boosting satisfaction and unlocking new opportunities. In addition, our CRM & ATS integrations allow our clients to fully automate the process, providing a hands-off, always-on view of the health of their customer and employee relationships. And our industry-specific CX benchmarking and online reputation tools offer tangible proof of a firm's commitment to high-quality service, to differentiate from the competition and strengthen client trust.