Join to apply for the Core+ Support Expert role at Docusign.Get AI-powered advice on this job and more exclusive features.Company OverviewDocusign 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 doAs a Core+ Support Expert, you will be a key player in delivering exceptional customer service for Docusign's products and solutions.
You'll provide front-line support for account access, billing, document workflows, and technical troubleshooting—resolving issues across multiple channels.
You'll advocate for customer needs while partnering cross-functionally to improve service quality and product experience.
This role requires strong communication skills, technical fluency, and a deep sense of customer empathy.This position is an individual contributor role reporting to the Manager, Customer Support.ResponsibilitiesProvide proactive and reactive support to customers, partners and internal teamsTroubleshoot and resolve issues related to Docusign accounts, documents, billing and accessManage communications with customers across phone, chat, Salesforce and JiraUse internal tools and proprietary systems to resolve queries and track customer issuesIdentify bugs and improvement opportunities and advocate for customer experience enhancementsPromote Docusign products and services through consultative support conversationsMeet or exceed service level targets and support KPIsServe as a customer advocate by surfacing insights and patterns to internal stakeholdersSupport internal peers with product knowledge and engagement best practicesJob DesignationRemote: 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 bringBasicHigh school diploma1+ years in a customer-facing role (support, hospitality, retail, etc.
)Fluent in Portuguese and EnglishExcellent verbal and written communication skillsSelf-motivated, collaborative, and detail-oriented with strong time management skillsPreferredBachelor's degree or equivalent professional trainingExperience in technical customer support for SaaS or web-based applicationsMultilingual in other supported languages (French, Spanish, German, Japanese, or Italian)Familiarity with Salesforce, Jira, and support ticketing systemsUnderstanding of internet technologies and browser-based troubleshootingExperience analyzing logs and using network tools (Fiddler, HAR, developer tools, etc.
)Working knowledge of modern markup and scripting languages (HTML, CSS, JavaScript)Familiarity with Windows and/or macOS operating systemsLife at DocusignWorking hereDocusign 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.AccommodationDocusign 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 ****** you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at ****** for assistance.Applicant and Candidate Privacy NoticeSeniority levelEntry levelEmployment typeContractJob functionOtherIndustriesSoftware Development
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