As a Technical Customer Support Engineer at Crunch.io, you will play a pivotal role in providing exceptional customer support, conducting product testing, assisting the sales team, and managing professional services projects. Your responsibilities will involve resolving complex technical issues affecting product performance, testing new features, preparing datasets for demonstrations, and executing specific projects for customers. To excel in this role, you will need to develop a deep understanding of the application, communicate effectively with customers via email and web calls, maintain strong relationships with customers, and handle user questions and reported problems efficiently. Additionally, you will be responsible for prioritizing customer cases, troubleshooting and debugging issues, escalating relevant support issues to product management, and contributing to the knowledge base by keeping documentation up-to-date. The ideal candidate for this position is someone with experience in data processing for market research surveys, a background in market research operations, and proficiency in a statistical programming language. You should possess excellent problem-solving skills, strong communication abilities, exceptional organizational skills, and the flexibility to multitask and handle a high volume workload. Attention to detail and a proactive approach to finding solutions are essential qualities for success in this role. Crunch.io is a remote company that values hiring the best talent regardless of geographical location. This position may require flexibility in time zone coverage, potentially encompassing support for US and European time zones. Working remotely demands high motivation, productivity, and contributes to fostering a healthy work-life balance. As a startup with a fast-paced culture and backed by a public company, employees at Crunch.io enjoy excellent benefits and growth opportunities.,
As a Technical Customer Support Engineer at Crunch.io, your role will be crucial in providing exceptional customer support, testing new product features, supporting the sales team, and managing specific projects for our customers. **Key Responsibilities:** - **Customer Support:** - Triage and resolve highly complex, technical, and application-related support issues impacting product performance and customer success. - **Product Testing:** - Systematically test new product features, detect bugs, and contribute to new documentation. - **Supporting the Sales Team:** - Review prospects" data, prepare datasets for demonstration, and assist new users post-sales education and onboarding. - **Professional Services:** - Manage and execute specific projects where Crunch.io is engaged to set up customer data on their behalf. Some of your responsibilities will include: - Developing a deep understanding of the application and internal documentation to become an expert. - Communicating effectively with customers via email and online web calls to ensure the best use of our app. - Maintaining excellent customer relationships through superb service and technical skills. - Fielding user questions, troubleshooting reported problems, and triaging them appropriately. - Developing and delivering reports on customer account usage periodically. - Prioritizing customer cases effectively and escalating relevant support issues to product management and engineering teams. - Contributing to the knowledge base by researching and documenting software and technical issues. **Qualifications:** - **Experience & Background:** - Experience in data processing for market research surveys, with a background in market research operations and proficiency in a statistical programming language. - **Educational Qualifications:** - BA/BS degree in Computer Science and/or statistics preferred. - **Problem Solver:** - Curious problem solver with excellent research and analytical skills. - **Communicator:** - Excellent verbal and written English language skills, empathetic, and skilled in conflict resolution. - **Organized:** - Ability to juggle and prioritize workload, handle details accurately under pressure. - **Flexible:** - Ability to multitask, handle interruptions, and work across different time zones. - **Detail Oriented:** - Strong attention to detail with a desire to find solutions for problems.,