Associate Engineer, Customer Support at ServiceRocket

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software ServicesIndustries

Requirements

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
Comfortable with flexible scheduling, including shift work outside 9 AM-6 PM, occasional holidays, and weekends

Responsibilities

Answer customer questions through the support queue, ensuring customer satisfaction and maintaining a positive customer experience
Prepare and provide recommended product best practices to customers
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 the 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
Provide feedback to the product team about key issues faced by customers
Promote continuous knowledge sharing amongst the team by updating help documentation for common requests

Skills

Customer Support

Technical Support

Support Tickets

Help Documentation

Problem Solving

Atlassian

Shift Work

ServiceRocket

Consulting and services for Atlassian products

About ServiceRocket

ServiceRocket offers solutions and services for Atlassian products like Jira and Confluence, including consulting, training, managed services, licensing, and apps. The company helps businesses of all sizes optimize their use of Atlassian software to improve project management and collaboration. Unlike its competitors, ServiceRocket provides a comprehensive suite of services tailored to enhance the value of Atlassian investments. The goal is to maximize productivity and efficiency for organizations using these tools.

Sydney, AustraliaHeadquarters

2001Year Founded

$270KTotal Funding

SEEDCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Stock Options

401(k) Retirement Plan

Paid Vacation

Hybrid Work Options

Risks

Increased competition from other Atlassian partners could erode market share.

Appfire's acquisition may reduce ServiceRocket's product offerings and revenue.

Focus on Atlassian may limit diversification and long-term growth.

Differentiation

ServiceRocket bridges the consumption gap for software companies and enterprises.

It offers a comprehensive suite of services for Atlassian products.

ServiceRocket is a Global Atlassian Platinum Solution Partner.

Upsides

Increased demand for remote work solutions boosts ServiceRocket's collaboration tools.

Digital transformation trends align with ServiceRocket's integration services expertise.

The rise of low-code platforms creates opportunities for custom app development.

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