Customer Support Representative

Elastic is seeking a Customer Support Representative to join their Support team. This is a remote-friendly role, and the ideal candidate will be self-directed and enjoy working from home.

The Customer Support Representative will be responsible for addressing customer inquiries related to billing, account management, and technical issues. They will work directly with customers and internal teams via cases, chat, and web conferencing to resolve issues, perform deep analysis across business systems, collaborate with internal teams, and educate customers on their cloud-based accounts.

The successful candidate will have experience in a fast-paced environment, strong prioritization skills, and a working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems.

What this role involves:

• Working directly with customers and internal teams to resolve issues
• Becoming a subject matter authority on partner account billing details
• Performing deep analysis across many business systems
• Collaborating with internal technical, development, and financial teams
• Educating customers on various aspects of their cloud-based accounts
• Understanding and improving business systems and processes
• Uncovering enhancements to improve the customer experience
• Communicating trends to improve offerings
• Contributing to our knowledge base

Requirements:

• Passion and pride in work
• Experience in a fast-paced, high-growth environment
• Ability to independently prioritize and handle work
• Working understanding of technical troubleshooting practices
• Problem-solving skills
• Strong English skills
• 3+ years of relevant work experience

What Elastic offers:

• Competitive pay and health coverage
• Flexible locations and schedules for many roles
• Generous number of vacation days each year
• Matching for financial donations and service
• Volunteer project opportunities
• Minimum of 16 weeks of parental leave