Technical Support Engineer

| Austin

Built for enterprises and high-growth companies, Tenfold helps companies increase revenue and build better relationships with their customers by allowing them to measure, analyze and improve every aspect of the customer journey. Our software connects a company’s existing phone system with any CRM or system of record. Tenfold optimizes the way companies sell, service and support their customers while enabling them to measurably improve the customer experience. Tenfold helps companies open customer relationships that will continue to grow and create value over time, while at the same time enabling them to retain these relationships by providing an exceptional customer experience. Tenfold’s enterprise clients are connecting their phone systems with an average of nine different systems of record. 

Watch our demo video - https://vimeo.com/246701403

Mission:

As a Support Engineer team member, you will provide world-class support to our customers over the phone, via support tickets and/or through our live chat system. We have 1st (6am to 2pm Central) and 2nd (2pm to 10pm Central) shifts available in Austin.

In Customer Support, the entire company’s got your back. From development to the operations team, we support initiatives to increase your efficiency, allowing you to focus on providing an amazing experience for our clients. You are fully empowered to do your job - without quotas – it’s all about making the customer’s experience the best it can be. At Tenfold we offer careers, not jobs. Start out in support and choose your destiny. We train and promote from within and encourage continued learning.

Outcomes:

  • Responsible for all customer support issues. That means you'll be the one our customers turn to when they have a problem and providing the solution should be your top priority!
  • Apply creative problem-solving techniques to identify the source of problems while at the same time keeping the customer updated with the progress of the issue.
  • You'll have to take the initiative to learn about the customer, understand their problem, and determine the best way to fix it.
  • You'll need to be well-versed in all the parts and services involved in running an application and diagnosing.
  • The right person for this job is someone who can multi-task between supporting customers and during periods of downtime create how-to articles, create how to support videos, and write detailed documentation.

Competencies:

  • Problem-solving is in your DNA
  • 2+ years of Customer support/ client success experience, preferably in the tech industry.
  • College degree or equivalent experience
  • Experience using at least 1 CRM platform and/or business phone system
  • Familiarity with achieving Support SLA’s
  • Excellent verbal, written, presentation and interpersonal communication skills
  • Detail oriented and analytical
  • Able to work weekends for at least the next 6-12 months
  • Experience working in a post-sales environment
  • Microsoft Office/ Google apps

Compensation and Opportunity

  • Competitive salaries
  • Stock Options (become an owner in the company)
  • Incentive compensation based on successful attainment of measured goals
  • Employee medical and dental coverage
  • Short and long-term disability
  • Life and AD&D Insurance
  • Generous vacation time
  • 24/7 parking near UT Campus in Austin
  • Rapidly growing organization poised for growth and career development
  • A beautiful office space with lots of natural lighting
  • Exciting customer base and quality opportunities for advancement
  • Austin Hottest Startups Watchlist 
  • Austin A-List best businesses in a growth phase
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubSpotEmail
    • HubSpotLead Gen

Location

We are close to UT Campus with a couple of nearby restaurants like Pluckers, Fricano's Deli (great sandwiches), Friedmans BBQ, and Raku Sushi.

What are Tenfold Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Pet Friendly

Additional Perks + Benefits

Transportation (Downtown parking or commuter reimbursement).Tremendous opportunity to grow your career.

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