Technical Support Representative - SpringCM at DocuSign
Dublin, IE

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.                             

Position Summary                                                                           

DocuSign (SpringCM) is seeking an experienced customer support technician who has solid knowledge in document management, BPM/workflow, and web services interfaces. This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to customers and fellow employees. You will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service. SpringCM customers expect that you exemplify the passionate SpringCM employee, who knows the right answer to their problems.                                                                        

Responsibilities                                

  • Work directly with customers to research, troubleshoot, and resolve document management issues in a timely manner (Tier 2 support)
  • Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements
  • Document your customer communications effectively in the support ticketing system; meeting company standards
  • Test customer problems and log issues to development, working with developers to figure out a solution
  • Effectively prioritize and escalate customer issues as required
  • Participate in our evolving 24X7 global coverage plan

Requirements                                                   

  • Solid technical support experience supporting enterprise business application
  • Excellent customer support skills: empathy, accurate, responsive, resourceful and conscientious. Passionate with a strong sense of urgency. Desire to empower customers to solve similar issues on their own in the future
  • Experience troubleshooting in a SaaS environment with an assertive deploy schedule
  • A firm understanding of the technology stacks common to the Web ecosystem, especially Salesforce.com
  • Familiarity with web-based applications, especially Salesforce.com, web services APIs, monitoring tools (e.g. Dynatrace), and authentication technologies (i.e. SAML2, ADFS)
  • Must have experience providing support to external customers (not internal helpdesk)
  • Excellent analytical, problem solving, multi-tasking skills; work independently or as part of a team
  • Possess excellent verbal and written communication skills
  • Able to absorb new technologies and features quickly
  • A basic understanding of modern, general purpose programming languages, such as Java, .Net, Ruby, Python, PHP, Javascript or similar
  • Bachelor’s degree in technology related field highly preferred