Technical Support Engineer (with French) - Prague
Outreach
Prague
před 5 dny

We are building a brand new team in Prague and we are seeking customer obsessed individuals with technology support and customer facing expertise to provide differentiated support services for the Outreach Platform.

As a member of the Technical Support Engineering Team, you are the face of Outreach and not just understand, but own that you are the voice of the customer.

As the front line who talks to more customers than anyone else in the company, you’re driven to recognise patterns and champion results - whether they be process updates, product investments or training for you and your own team.

But every pattern begins with one conversation - and you have the commitment, empathy, urgency and expertise to meet every call with the respect the customer deserves.

You understand sales, you’re technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel and are ready to have a lot of fun in the process.

About the TeamWhen the question is asked, what kind of company are you? our answer will always be, we are a success company - we are here to make our customers successful.

The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product.

We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers.

The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include :

  • Working both independently and as a team, in a fast paced environment, directly with our customers
  • Identifying and alerting of trends
  • Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
  • Providing articulate, high quality support to customers helping resolve any support questions and educating on best practices
  • Collaborating with teams across different departments
  • Basic Qualifications :

  • Bachelor’s degree or minimum 2-4 years of technical support experience
  • Ability to work independently and make decisions. Demonstrated ability to manage priorities in a fast-paced environment
  • Excellent written and verbal communication skills - both in English and French
  • Demonstrated commitment and a passion for resolving customer issues
  • A strong sense of empathy for customers
  • High attention to detail
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion
  • You don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again.
  • Preferred Qualifications :

  • Experience in technology support, preferably at a SaaS company
  • Customer support experience (customer service, 1st level support, call centre, ...)
  • Experience with the technologies we use, including some, but not limited to : Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
  • Why You’ll Love It Here Highly competitive salary Amazing working space with a running track on its roof Flexible time off, 5 weeks of vacation, and 5 annual sick days One personal refresh day off per month, according to the schedule of the department 4% employer supplemental pension monthly contribution Private medical insurance with Program Health Plus Life insurance at 2x annual salary CZK monthly allowance for meal vouchers, flexipasses and other personal expenses 16 weeks of annual top up maternity leave pay or 12 weeks of fully paid paternity leave Opportunity to be part of company success via stock options program Company-organized and personal paid volunteer days to support the community thatsupports us Relocation package - support offered for foreign future employees and their families relocating to Prague Diversity and inclusion programs that promote employee resource groups like OWN(Outreach Womxn's Network) Employee referral bonuses to encourage the addition of great new people to the team Fun company and team outings because we play just as hard as we work

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