Support Coordinator at Unity Technologies

| Greater Boston Area
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Unity Engine Support provides technical solutions to our customers’ hardest problems. As the team has grown, so has the need for a team member that can act as a customer point of contact, project manager, administrator and reporting specialist for the team of Unity technical support experts.

The Support Coordinator will work alongside the existing team leads to assist with the goals of streamlining processes, improving quality and boosting team productivity.

Note that this is position does not currently involve personnel management.

Responsibilities 

  • Internal liaison between support engineers and other teams, to ensure that support tickets are correctly prioritized and handled efficiently
  • External liaison with customers, ensuring they are kept up to date regarding ticket status
  • Managing active tickets per customer, and changing status/priority where required
  • Tracking, chasing and reporting progress of bug reports from support customers
  • Maintaining the customer list, welcoming new customers and managing renewals and expiring accounts
  • Act as Project Manager for Engine support, helping deliver internal projects
  • Reporting on all areas of Engine Support, including team performance and analysis of customer activity

Requirements

  • Ability to build strong relationships internally with multiple teams and with customers
  • Excellent written and verbal communication skills in English
  • Project management skills
  • Excellent time management, ability to manage multiple issues simultaneously
  • Ability to work as part of a team and individually

Bonus points

  • Experience in a similar role managing Customer Support tickets (ideally Zendesk)
  • Attention to detail and problem solving skills
  • Confident and professional phone and email manner
  • Microsoft Excel proficiency
  • Customer service experience and passion for the customer
  • Unity knowledge

Who We Are

Unity is the creator of the world’s leading real-time 3D development platform, giving users the most powerful and accessible tools to create, operate, and monetize experiences for the real-time world. Unity empowers anyone, regardless of skill level and industry, to create 3D visual content using world-class technology, operate using resources that maximize ease-of-use, and monetize, so that they can find success with their creations.

The company’s 1,000 person development team keeps Unity at the forefront of development by working alongside partners such as Google, Facebook, Oculus, Autodesk, and Microsoft to ensure optimized support for the latest releases and platforms. Made with Unity experiences reach nearly 3 billion devices worldwide and have been installed more than 34 billion times in the last 12 months. For more information, please visit www.unity.com

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

#MID #LI-AJ3

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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • ConfluenceManagement
    • JIRAManagement

Location

If you love food, you are steps from the hottest eateries in the Boston area, never having the dull moment of going back to the same place everyday!

What are Unity Technologies Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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