[Hiring] Core Support Expert @Docusign

Role Description

The Core Support Expert is a pivotal role within Docusign's customer service delivery, acting as a strategic advisor to customers while serving as their primary point of contact. This role bridges the gap between customers and various internal functions within Docusign.

• Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and provide exceptional support for Docusign products and associated services.
• Handle incoming support channels to troubleshoot customers' inquiries and issues with Docusign products, including account access, setup, document workflows, billing, etc.
• Utilize support tools and resources necessary to solve customer queries, including telephone, chat, Salesforce, Jira, and Docusign proprietary systems.
• Identify improvements to the product, identify bugs, and discover opportunities to enhance the customer experience.
• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.
• Meet and exceed Docusign Customer Support service level goals.
• Manage communication between Docusign and customers, ensuring timely updates and effective resolution of issues.
• Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.
• Provide support for internal peers on product knowledge and engagement paths.

Qualifications

• Fluent in Portuguese and English.
• Bachelor's degree or higher in a relevant field.
• 3+ years of previous customer-facing role experience (e.g., hospitality, customer service, etc.).

Requirements

• Multi-lingual in other Docusign supported languages (French, Portuguese, Japanese, German, Spanish, or Italian).
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
• Familiarity or experience with Docusign product range.
• Professional experience within relevant industries for which Docusign provides solutions.
• General understanding of internet technologies.
• Understanding or experience working with Windows and/or Apple operating systems.
• Familiarity with Jira and Salesforce for case management.
• Understanding of modern markup and programming languages such as XML, JavaScript/jQuery, or similar.
• Knowledge of troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS.
• Superior oral and written communication skills.
• Understanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar.
• Self-motivated, goal-oriented, highly collaborative, creative, excellent organizational and time management skills.
• Effective communication skills, a key component of this role, with audiences that include customers and peers.

Benefits

• Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work.
• Equal opportunity to succeed, be heard, exchange ideas openly, and build lasting relationships.
• Contribute to making the world better than we found it.

Company Description

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives.