Associate DXP Support Specialist / Assoc. Specialist (Tier 1 - Shared Cloud)
Job Location : Remote India
About Acquia
Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.
Headquartered in the U.S., Acquia is a Great Place to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!
You’re someone who demonstrates…
- Passion for the web, open-source, continuous learning, and genuinely helping others succeed
- Curiosity: When you see a problem, you want to know where it came from, how it got there, and then connect the dots to figure out who’s needed to push forward or resolve
- Integrity: You’re not afraid to speak up and challenge the status quo; you do the right thing, especially when it's hard, and even when nobody's watching
- Priority of diversity, equity, and inclusion in your every day to create and sustain an environment of respect
What you’ll be doing…
- Serve as the customer’s first point of contact for their requests via web-based cases, live chat, and phone, ensuring they are handled, monitored, and resolved in a timely manner
- Determine how to best triage, escalate, and/or resolve sophisticated challenges in real time for a diverse, global customer base
- Assist with preliminary troubleshooting and/or advising best practices across our multi-cloud suite, which may even include product updates or software configurations
- Craft clear, concise, and courteous communications to a diverse audience, leading our interactions with customers and other Acquians with empathy
- Collaborate with technical teams (T2-T3 Support, Cloud Ops, Professional Services) and non-technical teams (Customer Success Managers, Account Ops, Billing) to understand the full value of our products
- Utilize available resources like our knowledge based articles and internal documentation to help customers, then make updates and/or suggestions to keep improving them
Requirements
- Education: Bachelor’s degree preferred, ideally in a STEM related field
- Experience: Minimum of 2 years customer facing experience at a Tech company
- Familiarity with the subscription service business model, especially in B2B, and/or the troubleshooting process is a plus
- Technical Skills: Basic understanding of Mac, Linux, and Windows OS
- Comfortable with LAMP stack and using command line interfaces is required
- Exposure to databases, git basics, site development, PHP development, and/or Drupal skills will make you stand out!
- Communication Skills: Exceptional ability to connect information to people, both written and verbal, in a clear, concise, and empathetic way
- Team Player: You acknowledge and appreciate the effort, contributions, and compromises made by/with others. You believe in the common purpose of varying teams and keep them in mind
- Flexible Hours: ability to work nights and weekends during on-call shifts and holiday coverage
Why Acquia Support?
A genuinely fun place to work. We're a tight-knit team with a lot of energy and opportunities to work collaboratively with others, both in Support and across Acquia to improve our offerings and customer experiences.We're not a call center. Acquia is looking for engineers, not someone to just answer the phone. We provide opportunities to constantly learn and grow your technical skills while solving sophisticated challenges involving cloud technology.When we say work/life balance, we mean it. Paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.
India
