Job Description
Title: Customer Support Representative – Mexico
Location: Mexico
Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.
The Support team is seeking a Customer Service Representative who will be a founding member of a new team we are building to handle non-technical support requests. As we are a distributed team and company, your location can virtually be anywhere. It’s imperative that you enjoy working from home, or an unaffiliated coworking space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction.
What You Will Be Doing:
An important part of our help to customers includes non-technical questions around licensing, billing, and similar topics. This role and team would be focused on those topics, and specifically:
- Working directly with customers to understand and resolve their issues via email or sometimes phone
- Managing, prioritizing, and tracking your work in a case management system
- Investigating customer issues in various business systems, and when not able to resolve the issue directly, working with other departments within Elastic as needed to resolve issues
- Understanding and helping us improve our business systems and processes to avoid issues in the first place
What You Bring Along:
- You have a high level of enthusiasm and pride in your work, you have a strong ability to learn, and you see change and challenges as opportunities to make things better
- You have experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes necessary to keep us growing without stumbling. In fact, you’re excited to share some of the significant improvements you’ve made in past situations with us!
Bonus Points:
- 3+ years of work experience
- Experience within a technical environment and general understanding of software products
- Familiarity with Cloud Services
- Strong English communication skills, both verbal and written
- Strong attention-to-detail
- Creative problem solving skills
- Strong ability to work independently and prioritize your work in a distributed, dynamic, fast-paced environment
- Experience working in a case management system, with defined Service Level Agreements and Objectives