Technical Support Engineer at WalkMe

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

1.5+ years experience in software support or customer service
Fluent in English (verbal and written)
Problem-solving skills with a customer-first approach
Knowledge of HTML, jQuery, CSS (specify level)
Experience in various communication formats (written, live chat, conference calls, in-person)
Ability to grasp and articulate new technologies quickly
Proficient in using application logs, browser dev tools, and other diagnostic tools
Independent and teamwork capabilities
Poise and articulation in challenging customer interactions
Availability to work onsite at the Dublin SAP office 3 times a week
Working days: Monday to Friday

Responsibilities

Communicate with customers via email, live chat, and screen shares
Act as a trusted advisor to customers, promoting product knowledge and self-sufficiency
Develop in-depth knowledge of WalkMe products and their features
Engage with customers to understand and fulfill their goals with WalkMe solutions
Apply and share best practices for optimal use of WalkMe products
Innovate and propose ideas for enhancing the overall customer experience
Deliver prompt and effective solutions to meet Service Level Agreements (SLAs) and achieve high customer satisfaction
Contribute to the knowledge base and customer community

Skills

Technical Support

Customer Support

Live Chat

Email Support

Screen Sharing

SaaS

Knowledge Base

SLA

WalkMe

Digital adoption platform for user guidance

About WalkMe

WalkMe specializes in Digital Adoption Platforms (DAP) that enhance user experiences for employees and customers. The platform works by overlaying visual cues and personalized content on websites or enterprise software, which helps users with onboarding, training, and provides real-time contextual guidance. This approach allows users to navigate complex systems more easily and efficiently. Unlike many competitors, WalkMe focuses on continuous support and updates through a subscription-based model, ensuring that clients receive ongoing assistance. The main goal of WalkMe is to improve enterprise productivity and user engagement by facilitating effective digital adoption in the workplace.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$299.1MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement

Risks

SAP acquisition may lead to internal restructuring and potential operational disruptions.

Integration with SAP's offerings could face technical challenges, delaying benefits.

Intensifying competition in the digital adoption market could erode WalkMe's market share.

Differentiation

WalkMe offers a code-free platform for digital adoption, simplifying user experiences.

The platform provides real-time contextual guidance, enhancing onboarding and training processes.

WalkMe's subscription model ensures continuous support and updates for enterprise clients.

Upsides

Increased demand for digital adoption platforms boosts WalkMe's market potential post-pandemic.

Strategic partnerships with Cognizant and UST expand WalkMe's reach and capabilities.

WalkMeX, an AI copilot, enhances user engagement with contextual awareness and AI-driven suggestions.

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