Support Analyst, Tier I

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Support Analyst - Tier I is the first point of contact with clients. You will need to be prepared to guide them in solving problems that may be encountered during the use of Docusign products and provide the customer with a great experience, aiming to increase adoption and satisfaction. This position requires technical insight, as the analyst will assist in solving complex production problems (including customer concerns, system testing, strategy sessions, and company-wide knowledge distribution), and act as a consultant to intermediate features of Docusign, such as our Power Forms, Templates, Bulk Actions, and WebApp usage. You will participate in special projects, as required, under supervision that improve the quality and efficiency of the support service. You should have a customer focus and a gentle, professional and collaborative profile. You will also need to have good interpersonal skills, since you should assist Support Analysts - Tier I whenever necessary. 

This position is an individual contributor and reporting to the Manager, Support.

Responsibility 

• Provide outstanding support for Docusign products and services
• Have direct communication with customers through telephone, email, and Support Portal so that you can assist them in the day-to-day difficulties of using our products, including access to the account, configuration of technical prerequisites, sending documents, setting up templates, handling accounts, billing management, etc.
• Meet and exceed your service level goals
• Achieve at least 90% in call termination surveys
• Reach a maximum of 10% for the call termination rate
• Use support tools (knowledge base) and resources needed to carry out their activities
• Identify product improvements proactively, identify errors, and otherwise determine opportunities to improve the customer experience;
• Build expert reports according to the demand and meet the deadline
• Make articles according to established goal
• Provide service in Portuguese and English, according to necessity
• Participate in training provided by the US team

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic 

• 2 years of experience as a support representative in a technology environment
• Bachelor’s Degree in IT-related field
• Fluency in Portuguese and English in speaking and writing 

Preferred 

• Experience using Salesforce.com and familiarity with Mobile applications
• Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
• Deep knowledge of Internet technologies
• Good knowledge of Windows and Apple OS operating systems
• Basic knowledge of network policies
• Experience resolving complex technical issues and making recommendations to Customers
• Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
• Ability to seek Level 2 customer service issues in relation to the service level agreement (SLA) 
• Knowledge of Spanish

Life at DocuSign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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