Technical Support Specialist Ii

1 semana atrás

Lisboa, Lisboa, Portugal PagerDuty External Tempo inteiro

PagerDuty is looking for Technical Support professionals to help our users when they come in contact with our support team.

Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base.

We strive to be very responsive and to go above and beyond for our customers.

We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers.

You'll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.


This is an excellent opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and well-funded organization.


Basic Qualifications
Taking all first line calls from customers and identifying initial issues

Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4

Experience handling customer issues through a ticketing solutions (such as Zendesk)

Hands on experience in a tech support capacity, supporting customers using an Enterprise Software or SaaS Solution

Preferable Skills
The enthusiasm and perseverance to handle customer support and billing requests over the phone

Have any technical experience with coding, linux, desktop support or HTML

Prior experience taking calls directly from customers in a technical support capacity

Be willing to work specific hours to provide SLA time-based coverage to our customers (for example 8 am - 5 pm, 9 am - 6 pm)

How You Impact Our Vision
Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4

Running some billing and sales related requests

Leading tickets from high priority customers on an on-call basis

About You
Excellent written communication, work ethic and attention to details skills

PagerDuty is a global company focused on inclusion and employee well-being by building a culture that isn't location specific and gives equal opportunity to everyone—regardless of where you are working.

As a Dutonian, you can expect competitive pay and benefits; structured learning, development, and advancement; immersion in our award-winning company culture; and exceptional colleagues. PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Sydney, Tokyo, and Toronto, with remote opportunities in those countries and Chile. We offer a hybrid, flexible workplace, while also providing ample opportunities for connection in-person and virtually with your fellow Dutonians.

Not sure if you qualify?

PagerDuty Offers

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.

Your package may include:

  • Competitive salary and company equity
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Paid parental leave up to 22 weeks for pregnant parent, up to 12 weeks for nonpregnant parent (some countries have longer leave standards and we comply with local laws)
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Paid volunteer time off 20 hours per year
  • Biannual companywide hack weeks
  • Mental wellness programs
  • Dutonian Wellness Days & Midyear Wellness Week scheduled companywide paid days off in addition to PTO and scheduled holidays
  • HibernationDuty a week each year when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge

About PagerDuty
PagerDuty, Inc

(NYSE:

PD) is a leader in digital operations management.

In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a better digital experience to their customers, every time.

Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future.

Notable customers include Cisco, Genentech, Electronic Arts, Cox Automotive, Shopify, Zoom, DoorDash and more.


Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities.


PagerDuty is Great Place to Work-certified, a Fortune Best Place to Work for Women, and a top rated product on TrustRadius and G2.


Additional Information:

**PagerDuty is committed to creating a diverse environment and is an Equal Employment Opportunity (EEO) employer. PagerDuty provides equal employment opportunitie

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