Customer Support Representative
Saronic Technologies
Customer Service
Austin, TX, USA
Posted on Dec 8, 2024
Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.
We are seeking a Customer Support Representative on our customer service and success team responsible for managing inbound contacts from customers. Day-to-day duties will range from remote troubleshooting, warranty claim processing, parts order placement, coordination of returns and other assistance for our DoD customers. When you can’t resolve an issue remotely, you will work closely with our dedicated team of Field Support Representatives to coordinate on site troubleshooting and repairs. Additionally, you will have the opportunity to work directly with product engineering teams on issue resolution.
A strong technical background and experience supporting products and software at scale is ideal.
Responsibilities
- Customer Relationship Management: Build relationships and act as the primary point of contact for general inquiries, warranty claims and inbound support contacts to Saronic. You and your team will create, manage and take action on cases to ensure customer needs are supported
- Remote Support and Troubleshooting: Provide the first line of remote technical support to partners and customers, leveraging communication tools and remote access capabilities. You and your team will diagnose, troubleshoot and document issues, guide users through problem resolution, escalate complex issues, and coordinate advanced troubleshooting/on-site repairs with Field Support Representatives
- Coordination of Logistics: Work with internal logistic partners and customers to coordinate service, shipping, parts and supporting items
- Continuous Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services
- Customer Advocacy: Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development
Qualifications
- Bachelor's degree or equivalent experience in a technical field, maritime, or information technology
- Minimum of 3 years of experience in a field support or customer-facing technical support role, preferably with complex hardware, software systems, or propulsion systems
- Working knowledge of Salesforce Service Cloud and/or Field Service is strongly preferred
- Technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting
- Previous experience supporting the DoD or government customers is desired but not required
- Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders
- Customer-oriented mindset with a passion for delivering exceptional support and building long-term relationships with partners and customers
- Ability to work non-standard hours or on call with notice to support customer and business needs
- Candidates with cross-functional skills, including ITIL, Six Sigma, PMP, or CompTIA, NMEA, or other maritime certifications, are ideal
Additional Information
- This role will be 100% on-site at our location in Austin, TX.
- Occasional travel with notice may be required to augment field services or other business requirements; less than 25%.
- This role may require flexibility to work on weekends or outside standard business hours to meet project deadlines, respond to urgent needs, or support critical business operations.
- Saronic is a rapidly growing startup and you should be comfortable wearing multiple hats to support our mission
Benefits
- Medical Insurance: Comprehensive health insurance plans covering a range of services
- Saronic pays 100% of the premium for employees and 80% for dependents
- Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
- Saronic pays 99% of the premium for employees and 80% for dependents
- Time Off: Generous PTO and Holidays
- Parental Leave: Paid maternity and paternity leave to support new parents
- Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
- Retirement Plan: 401(k) plan
- Stock Options: Equity options to give employees a stake in the company’s success
- Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
- Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office
Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.