Customer Support Specialist

Boston, MA, United States

LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management.

We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluate and support customer‘s request to support. As part of the Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers, understanding their needs, and educate them on the product functionality.

The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but as a Success Engineer, Product Development and Customer Success Management, as well.

WHAT IS WAITING FOR YOU?

You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.

Provide initial response, operational assistance, and development of software workarounds and/or resolutions.

Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.

Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success

Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.

Ensure all issues are systematically tracked, escalated, and communicated.

Extensive participation in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product.

Continuously improving the knowledge base and educating team members on improvements

Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts

Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our knowledge base.

Ability to showcase the potential of the support team to other teams and departments.

Ability to take complete ownership of parts of the support process.

Serves as a mentor and gives guidance to colleagues and new hires.

Able to think outside of the box to come up with creative solutions to fulfill the customers use-case.

WHAT ARE WE LOOKING FOR?

1-3+ years of relevant work experience in problem analysis case resolution.

Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.

Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.

Strong written communication in a second language (German, French, Spanish, or Portuguese) is a plus

Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)

Understanding of Customer Support KPI/Metrics

Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)

SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)

Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio)

Passion for solving technical problems.

LeanIX, The Continuous Transformation Platform that efficiently organizes, plans and manages IT landscapes, supporting 500+ customers with our 3 solutions Enterprise Architecture Management, SaaS Management Platform and Value Stream Management.

LeanIX is not just the product, in fact it‘s a great place to work. Colleagues from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.

At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and from our one of our offices (80% of your time). LeanIX teams and team members decide together on the work mode which suits them best.

LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at [email protected]. You will be treated with the utmost respect and confidentiality.

All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.

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