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Gong Technical Support Engineer United States, New York, New York 369943876
01.09.2024
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RESPONSIBILITIES
- Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs.
- Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage.
- Build internal relationships and collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way.
- This is a small team! Everyone has an opportunity to represent the Voice of the Customer with Success, Sales and Product teams to influence priorities, resources, roadmaps and deliverables.
- Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).
- Experienced Technical Support Engineer (2-4 years of experience) interested in going above and beyond for customers to create #ravingfans
- Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
- Previous B2B SaaS or enterprise software experience
- Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
- Creative, resourceful, detail-oriented and well organized
- Proven track record of demonstrated ability to deep dive and find solutions
- College graduate with a technical degree or equivalent hands-on experience
- Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9
- Technical experience in one or more of the following is preferred: Salesforce Sales Cloud (1-2 years), API developer support, object oriented programming languages or other scripting languages.
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
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