Overview

Specializing in database software for over 23, Redgate is the leading provider of solutions for Compliant Database DevOps. Our products are helping over 800,000 people in every type of organization around the world, from small businesses to 91% of the Fortune 100.

The Role:

Redgate is looking for an enthusiastic Customer Support Specialist to help provide excellent customer support across the range of Redgate products for a global customer base.

Together with the rest of the team, you’ll help manage Redgate’s support call queue, ensuring tickets are prioritized and resolved for customers as quickly as possible. You’ll work on the 1st line support tickets, using email, phone, and chat to communicate with customers. Tickets are varied, and no two days are the same. You’ll primarily be helping customers with their licensing issues and helping them with their installation questions. When a more technical solution is needed, you’ll escalate to an engineer in the team to get it resolved.

The Support team is always looking to innovate the way they work, which means that alongside solving tickets, you’ll often be involved in projects to help improve customer experience or the way the team works. 

Core Responsibilities:

• Respond to customer queries in a timely and accurate way via phone, email, or chat
• Help customers complete purchases, upgrades, and returns, and frequently provide advice and minor technical assistance
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Liaising with colleagues or managers to find the best solutions to customers’ issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible

 Required Skills and Experience:

• An Associate degree in a related field or equivalent experience
• Experience working as part of a help desk or service desk team would be a significant advantage
• You have a basic understanding of networking concepts and troubleshooting practices.
• Experience supporting databases such as SQL Server, Oracle, MySQL, and PostgreSQL.
• You have experience working with helpdesk software such as Zendesk, Salesforce Service Cloud, Freshdesk, etc 

Who You Are:

• Superb written and verbal communication skills
• Proven ability to work collaboratively and cross-functionally
• The ability to respond appropriately under pressure
• Sound judgment and excellent problem-solving skills
• Maintaining a polite, helpful, and professional manner at all times
• You are a self-starter, autonomous, and can exercise credible judgment and decision making

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Who We Are:

• Award-winning culture, Glassdoor rating 4.2
• Competitive base total rewards
  • 20 days of paid vacation, plus federal holidays
  • 401(k)
  • Employee-paid health, dental, and vision insurance
  • A relaxed and professional environment
  • Long Term Incentive Plan
  • A commitment to continuous learning and development
• Core Values:
  • We're reasonable
  • We're ingeniously simple
  • Transparency helps us continually improve
  • We do our best work in teams
  • When our customers succeed, so do we
  • Don't be an asshole 

Location:

While this is a hybrid position, we are currently seeking candidates who live within the Austin Metroplex area. You must have the right to live and work in the United States to apply for this role.

Redgate Software Inc. is an Equal Opportunity EmployerIt doesn’t hurt to take a chance and apply!While we list out what we generally look for, we are likely missing other attributes and skills that you have that could make you a great fit. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. We are an inclusive employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.