[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 for all team members to succeed, be heard, and exchange ideas openly.
• Ability to feel deep pride in the work you do, contributing to making the world better.

Company Description

Docusign brings agreements to life. More than 1.8 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.