Customer Support Associate

| Watertown
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

The Customer Support team at LeanIX is a critical part of our current and future success. LeanIX is seeking a Customer Support Associate to be the first point of contact for all customer support requests. Customer Support Associates should have the ability to demonstrate good problem-solving skills and methods. The ideal candidate is motivated by reducing and minimizing the effort of our customers to get their support cases resolved.

Responsibilities:

  • Evaluate the impact and criticality of all support requests, escalating with urgency when needed
  • Handle support requests from a variety of different channels (zendesk, Intercom, Online Community, Calls)
  • Provide excellent documentation (e.g. steps to reproduce) for support tickets when the request is forwarded to other teams
  • Work cross-functionally with the Customer Success Management, Engineering teams and Developers in order to solve complex customer cases

Requirements

  • 0-2 years of relevant working experience
  • Basic technical understanding of the LeanIX platform
  • Basic to Intermediate technical knowledge
  • Excellent communication skills
  • Strong understanding of Customer Support KPI

As an equal opportunity employer, LeanIX is committed to a diverse workforce. You will receive consideration for employment without regard to 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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • TypeScriptFrameworks
    • nginxFrameworks
    • PostgreSQLDatabases
    • ArangoDBDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • IntercomEmail
    • HubspotLead Gen

Location

LeanIX is located in our own building on the Arsenal on the Charles Campus in Watertown, MA and has free parking and a free shuttle service!

An Insider's view of LeanIX, Inc.

What’s the vibe like in the office?

Really entertaining. We swing between "silly" & "energetic" to "in the zone and get things done!" It's inspiring to see how everyone finds their own way to enjoy their job each day. We rarely live the same day twice, so it's easy to be passionate here. We know how to have fun but we also know how to use that same energy to reach our goals!

Vincent

Customer Success Manager

What does your typical day look like?

There are days I’m conducting research or brainstorming ways to enhance our events. Other days I’m in the weeds coordinating logistics for conferences. I can be video chatting with my team in Germany or meeting with colleagues in our office to better understand how I can support company growth. Some days I am far from all this, attending an event.

Melisa

Event Manager

What's something quirky about your company?

The diverse amalgam of experiences we have all had pre-LeanIX. Whether it’s nightlife, classical music or sports, we find ways to bring these experiences to the table. The role these play in creating an inclusive work culture is invaluable as a fast-growing company. The respect we have for each other allows us to learn new ways of problem-solving.

Jack

SDR

What are LeanIX, Inc. Perks + Benefits

Culture
Volunteer in local community
LeanIX actively volunteers in the local community with organizations like the Ronald McDonald House and the Greater Boston Food Bank.
Friends outside of work
Eat lunch together
Intracompany committees
GreenIX - Global and cross-functional team to reduce carbon footprint
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Acme Co. also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
LeanIX provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 25 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Our company outings include things like learning how to make fire from friction, Virtual Reality, Boston sporting events, bowling, arcades, and pig roasts!
Game Room
Our game area includes Ping Pong, Foosball, and Pop-A-Shot Basketball
Stocked Kitchen
Snacks, cold and hot brew from keg, tea, Seltzer
Some Meals Provided
We provide free breakfast on Friday. Employees get free lunch on frequent occasions (e.g. lunch & learn, customer celebrations)
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer free on-site parking for all employees and guests.
Pet Friendly
You can often find a couple of dogs in our office each day!
Recreational Clubs
We sponsor a paid membership to the Boston Sports Club next door for all employees
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
LeanIX sponsors lunch and learns conducted by both internal employees and stakeholders as well as external partners.
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
More Jobs at LeanIX, Inc.15 open jobs
All Jobs
Finance
Dev + Engineer
HR
Marketing
Operations
Project Mgmt
Sales
Operations
new
Watertown
Operations
new
Watertown
Developer
new
Watertown
Marketing
new
Watertown
Operations
new
Watertown
Sales
new
Watertown
Operations
new
Watertown
Project Mgmt
new
Watertown
Finance
new
Watertown
Operations
new
Watertown
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView LeanIX, Inc.'s full profileSee more LeanIX, Inc. jobs