Core Support Expert

Docusign brings agreements to life. Over 1.5 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 Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As a Core Support Expert, you will be a key player in delivering exceptional customer service for Docusign's products and solutions. You'll provide front-line support for account access, billing, document workflows, and technical troubleshooting—resolving issues across multiple channels. You'll advocate for customer needs while partnering cross-functionally to improve service quality and product experience. This role requires superb communication skills, technical fluency, and a deep sense of customer empathy.

This position is an individual contributor role and reports to the Manager, Customer Support.

Responsibility

• Provide proactive and reactive support to customers, partners, and internal teams
• Troubleshoot and resolve issues related to Docusign accounts, documents, billing, and access
• Manage communications with customers across phone, chat, Salesforce, and Jira
• Use internal tools and proprietary systems to resolve queries and track customer issues
• Identify bugs and improvement opportunities and advocate for customer experience enhancements
• Promote Docusign products and services through consultative support conversations
• Meet or exceed service level targets and support KPIs
• Serve as a customer advocate by surfacing insights and patterns to internal stakeholders
• Support internal peers with product knowledge and engagement standard practises

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.

Basic

• High school diploma
• 2+ years in a customer-facing role (support, hospitality, retail, etc.)
• Fluent in Portuguese and English

Preferred

• Bachelor's degree or equivalent professional training
• Excellent verbal and written communication skills
• Self-motivated, collaborative, and meticulous with strong time management skills
• Experience in technical customer support for SaaS or web-based applications
• Multilingual in other supported languages (French, Spanish, German, Japanese, or Italian)
• Familiarity with Salesforce, Jira, and support ticketing systems
• Understanding of internet technologies and browser-based troubleshooting
• Experience analyzing logs and using network tools (Fiddler, HAR, developer tools, etc.)
• Working knowledge of modern markup and scripting languages (HTML, CSS, JavaScript)
• Familiarity with Windows and/or macOS operating systems

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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