Job description
G’day!
We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we’ve got your back.
Why is ServiceRocket the place for you 🧡
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
- We’re recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.
Visit our website to learn more and become a part of our Rocketeer Nation.
You will be a key member of the team responsible for working on customer support inquiries, ensuring customer support issues are dealt with promptly and professionally while coordinating any internal activities needed to resolve them.
The role will also involve providing feedback to the product team about key issues faced by customers as well as promoting continuous knowledge sharing amongst the team by updating help documentation for common requests.
Overall, we are seeking a friendly, polished communicator who is interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets).
The candidate selected for this role must be comfortable with flexible scheduling and will be expected to work on a shift basis that can include hours outside 9 AM-6 PM with occasional holiday and weekend coverage required.
What you’ll be doing 💪
- Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience
- Prepare and provide recommended product best practices to customer
- Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs)
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue
- Create best-in-class help content and proactively perform audits for our knowledge base
- Identify and recommend process improvements to deliver the highest level of customer satisfaction
- Engage in ongoing training to develop technical skills and deepen product knowledge
What you’ll bring to the table 🧑💻
- Bachelor’s’ degree in a technology subject or equivalent industry experience
- 1-2 years of experience in technical support or related field
- Strong written and verbal English communication skills
- Strong communication skills and the ability to effectively communicate technical information to non-technical customers
- Strong multi-tasker with the ability to manage multiple customer issues at the same time
- Ability to work independently and in a team environment
Nice to have:
- Familiarity with SSO configuration and API troubleshooting
- Familiarity with HTML, CSS and JavaScript
- Familiarity with SCORM concept
Your leaders 🤟
Rob is our founder and CEO. He leads our company with kindness, empathy, and critical thinking. With him and the rest of our Services team, you will be delivering value through high-impact projects to world-class partners while growing your skills to the next level!
Perks ✨🍇🚀
-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
-Stock options: you have the opportunity to participate in the ownership of the company.
-Health insurance: we support you and your family–your well-being matters.
-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
-Career pathways program: you can grow horizontally, vertically, or any way you want.
-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Our Selection Process 🔎
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
*Only shortlisted candidates will be notified*
Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.
RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].
