Elastic Customer Support Representative - Costa Rica 

Costa Rica 

539053616

What you will be doing:

An important part of our help to customers includes questions around billing, account management, and similar topics. Our customers also come to us with less-complex technical issues critical to the customer experience. This role and team is focused on those topics, and more, including:

• Working directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations

• Becoming a Subject Matter Expert on partner account billing details and technical processes

• Performing deep analysis across many business systems for any issues related to accounts, billing, and subscription management
• Escalating within internal technical, development, and financial teams where necessary, owning all external communication with customers
• Educating our customers where necessary on various aspects of their cloud-based accounts
• Understanding and helping us improve our business systems and processes to avoid customer issues
• Uncovering enhancements we can make to our customer experience
• Communicating trends to Team Leads, Management, and Development to improve our offerings
• Contributing to our knowledge base to ensure colleagues are also enabled to answer known issues
  

What you bring with you:

• A high level of enthusiasm and pride in your work, a strong ability to learn, and you see change and challenges as opportunities to make things better
• 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
• Strong ability to independently prioritize and manage your work in a distributed, dynamic, fast-paced environment
• Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems
• Creative problem-solving skills
• Strong English communication skills, both written and verbal
• 3+ years of relevant work experience

Bonus points:

• Experience with Cloud services
• Demonstrated success delivering on cross-functional deliverables
• Experience with business-to-business accounts and billing
• Proven ability to manage high-visibility customer escalations to successful conclusion.