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Customer Advocate & Software Support Specialist

Do you enjoy a fast-pace, working with great people while learning and growing?

Palo Alto Software is looking for…

An experienced customer advocate and software support specialist to join our team, engage with our customers and guide their path, showing them how our products can help them achieve their entrepreneurial dreams!

About our company and Eugene, Oregon

We are a profitable, well-run business, that has been a market leader for over 25 years with our business planning and marketing planning software products. We have been named one of the 100 best companies to work for in Oregon by Oregon Business magazine. You can learn more about our company culture and take a look at our offices here: https://www.paloalto.com/about-us/careers/

Also known as Track Town USA, Eugene is home of the University of Oregon. With a population of 215,000 people, Eugene and Springfield have a growing tech community. There is no such thing as traffic jams or a high cost-of-living here; welcome to the 10-minute commute and housing that averages $261,600. Eugene also has an excellent public school system, with South Eugene High School recently ranked by US News in the 99th percentile of the country's high schools. Learn more about living in Eugene: https://greatereugeneinc.com/living-here/

Also, check out this video to learn more about the Eugene tech community:

https://www.facebook.com/techoregonswv/videos/1954664748113855/

Benefits

  • Competitive Salary
  • Health/Vision/Dental/Ortho
  • Flexible Spending Account
  • Health Reimbursement Account
  • Paid Vacation
  • Paid Holidays
  • 401(k) with match
  • Team Collaboration
  • Flexible Work Schedule
  • Community Involvement
  • Discounted Gym Membership
  • Fun Company Events
  • Diverse and inclusive culture
  • Exceptional Work Environment
  • Daily Snacks
  • And Much More!

About this role:

The Customer Advocate role will handle inbound and outbound customer calls, resolving issues, supporting and advocating on behalf of customers, acting as a liaison between customers and product development, and participating in other general customer support duties and responsibilities. This role will report directly to the Customer Advocacy Supervisor.

The ideal candidate is responsible for:

  • Real-time technical support and customer service via telephone, chat and email with web-based software.
  • Being detail-oriented, with a high regard for quality and excellent written and verbal communication.
  • Sophisticated knowledge of English usage (grammar, spelling, punctuation, language usage, audience sensitivity)
  • Multi-tasking in a fast-paced technical environment
  • Being empathetic and friendly with customers and colleagues
  • Demonstrating good judgment in solving problems as well as identifying problems in advance and proposing solutions.
  • Maintaining a thorough understanding of the software features, including new developments
  • Collaborating with other support staff to provide solutions to individual customer challenges.

Education, experience, & skills requirements:

  • 2-year college degree/certificate (an emphasis on accounting a plus)
  • 2+ years of customer/phone/chat support involving software and/or technology
  • Experience with all web browsers and operating systems
  • Experience with order processing and ticketing systems
  • A team player who is comfortable working as an individual contributor, with a passion for providing exceptional customer support
  • Write well, communicate clearly, and listen like a champion
  • Good at troubleshooting technical problems across web services, internet connections, hardware, or software.
  • Technical experience preferred
  • Calm under pressure and fun to be around

About our Customer Advocacy team

We have a “blended” team that handles both sales and technical support combined. Having one team handle everything from pre-sale questions to product support has proven to be better for our customers. We help our customers navigate the system so they can get back to realizing their vision and making their dreams happen. When our customers hit a snag, we are the difference between them walking away frustrated or coming away informed and excited to use Palo Alto Software products.

Our current team has consistently maintained a customer satisfaction rating above 96% each year. Do you have what it takes to join them? Apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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