Core Support Expert

Company Overview

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. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

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. Our commitment to delivering exceptional customer experiences is exemplified by the Core Customer Support Expert, who embodies technical proficiency, customer-centricity, and a collaborative approach. With a focus on educating, troubleshooting, and delighting customers, this role bridges the gap between customers and various internal functions within Docusign. Whether it's resolving technical inquiries, addressing billing issues, or providing general support, the Core Support Expert ensures that customers receive timely and effective assistance. Furthermore, the Core Support Expert serves as a conduit for customer feedback, advocating for their needs and preferences within the organization. By working closely with cross-functional teams, they expedite issue resolution, enhance support practices, and contribute to continuous improvement initiatives. In essence, the Core Support Expert plays a vital role in empowering customers to maximize the value and adoption of Docusign's software, driving customer satisfaction and loyalty.

This position is an individual contributor role reporting to the Manager, Technical Support.

Responsibility

• 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

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• 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.)

Preferred

• 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

Life at Docusign

Working here

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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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