Account Services Specialist
2 semanas atrás
We are seeking a highly skilled Account Services Expert to join our team at DocuSign, Inc. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients, resolving complex issues, and promoting our products and services.
Key Responsibilities- Customer Support: Provide timely and effective support to customers through various channels, including phone, email, and chat.
- Issue Resolution: Escalate complex issues to internal teams and provide resolution to customers in a timely manner.
- Product Knowledge: Utilize knowledge of the DocuSign Agreement Cloud to provide customers with resolution and proactive recommendations.
- Account Management: Be responsible for resolving customer issues related to account, subscription, and billing scenarios.
- Service Level Goals: Meet and exceed DocuSign's customer support service level goals and service management KPIs.
- Internal Partnerships: Partner with internal teams to drive resolution on behalf of customers.
- Feedback and Improvement: Provide critical feedback to improve the product and tools to enhance customer experience.
- Product Promotion: Promote DocuSign products and services to customers and prospective customers through consultative discussions, product training, and evaluation of their service and support needs.
- Education: Bachelor's degree or relevant work experience.
- Experience: 2+ years of subscription or sales support experience, including account maintenance, billing, and contract administration.
- Language: Fluent in English and Spanish.
- Complex Issue Resolution: Ability to review, understand, and resolve complex issues.
- Communication Skills: Ability to maintain composure in critical situations and communicate clearly with internal and external customers.
- Collaboration: Ability to collaborate with peers across the organization without friction.
- Attention to Detail: High level of attention to detail and ability to pivot in uncertain situations.
- Language Skills: Multi-lingual in DocuSign-supported languages.
- Industry Experience: Professional experience within relevant industries for which DocuSign provides solutions.
- SaaS Experience: Experience with or basic understanding of Software as a Service (SaaS).
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