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Services Engineer '

Customer Success | San Francisco, CA | Full Time

Job Description

Company

Directly’s expert-powered chatbots reward your power users for optimizing automatic answers and personally answering customer questions. World-class companies like Airbnb, Autodesk, LinkedIn, SAP, and Samsung are leveraging Directly’s unique expert-powered model to reduce contact center volumes and costs (50-90%) and deliver an amazing customer experience (CSAT increases of 10-20 points) with a minimal burden on their internal teams. The company is based in San Francisco, CA.

www.directly.com

 

Role

In this role, you’ll utilize strong technical skills and creativity to fully implement Directly’s customer engagement platform into customer support stacks. You’ll be responsible for implementing new features and functionality, working with customers on customization projects and resolve technical issues in support of  expanding Directly’s ROI impact.  You’ll collaborate with other teams including development, product, account management and expert operations, to creatively find technology solutions to improve the customer support experience for all stakeholders.

 

Responsibilities

  • Full technical integration of Directly’s customer engagement platform into a customer’s support environment to include website changes, widget implementation, API integration, CRM workflow configuration and reporting configurations

  • Creatively resolve technology challenges as they are identified using key technical skills to develop options, evaluate solutions and fully implement

  • Implement and deploy new functionality as it is developed into the customer base

  • Work closely with Account Managers to remove technical blockers for business expansion

  • Leverage other company development resources as needed to resolve or implement new capabilities

  • Troubleshoot integration issues as they are identified and resolve

  • Collaborate with Product and Engineer to identify impact and help prioritize issue and feature requests.

 

Requirements

  • Problem solving and creativity in a fast paced, customer facing role

  • Bachelor’s Degree in Computer Science or equivalent technical training or experience

  • At least two years in a customer service role

  • At least two years in a professional services role

  • Strong Knowledge of HTML, XML, JSON, JavaScript, and Experience with RESTful API

  • Understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment

  • Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc)