About the role
Responsibilities:
Provides exceptional technical support for the Docusign Agreement Cloud (DAC) and associated services
Manages and resolves escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign products
Owns customer issues to engineering interface to resolve technical bugs and influence development roadmap
Uses broad technical product expertise within DAC areas to help customers increase adoption.
Meets and exceeds Docusign Customer Support service level goals for areas of DAC expertise
Utilizes support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling.
Proactively identifies improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
Promotes Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Partners with non-delivery teams to identify needs and develop product training
Collaborates and communicates with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plans
About the company
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).
