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Funding20M-50M USD
Employees540
SalaryShhhh...
FulltimeYes
TelecommuteNo
IndustrySaaS, Software, Enterprise
View full company profile
Other Openings

Customer Success Engineer- Boulder, CO (graveyard shift) - Boulder, CO

at Rally Software in Boulder, CO   —   Mar 29, 2014   |  
Overview
Rally Support isn’t your typical customer service role. This isn’t a call center or “cube farm”. We are a collection of skilled specialists focused on problem resolution, customer education, and product innovation. We serve as the face of Rally Software to our customers through professionalism, courtesy, and consistent messaging.

Do you take pride in helping people out of difficult situations? Are you great at turning fails into epic wins? If so, our support team is looking for another member.

Rally Support isn’t your typical customer service role. This isn’t a call center or “cube farm”. We are a collection of skilled specialists focused on problem resolution, customer education, and product innovation. In addition to Rally’s unmatched corporate values, our group’s vision is proof of this focus –

We serve as the face of Rally Software to our customers through professionalism, courtesy, and consistent messaging.

We act as the voice and primary advocate for the Rally customer base by contributing to new feature decisions and collaborating with development teams.

We believe in support that goes above and beyond traditional call-and-respond models, focusing instead on overall customer success.

And we have a lot of fun!

All interested applicants, please apply directly to this link: http://hire.jobvite.com/j/?cj=ot8ZVfwf&s=Startuply

EEO
Responsibilities
Key Responsibilities:
Work as part of a high performance team to promptly identify, analyze, and resolve customer inquiries, concerns, and issues.
Respond to requests for technical support with our web-based software during EMEA & Austrailian business hours. (11pm-7am Mountain time)
Act as a liaison between customers and software development team to ensure critical customer issues are resolved.
Educate Rally’s customers on Agile methodology and Rally products.
Advise customers of general best practices.
Work with customers in an ad-hoc question & answer environment to deliver customized, focused information and training.
Improve Rally’s customer support experience from helping to define the offering to collecting feedback.
Coordinate with other departments to ensure complete customer success.
Write occasional internal, “tech tip”, and knowledge base articles.
Create reusable templates and training materials.
Experience
Base Qualifications:
The ideal candidate will have the following experience and attributes:
5+ years experience in a customer support environment, preferably working with internet, software, or other technology products. If you have excellent customer service skills from another industry, and consider yourself tech-savvy, please apply!
Ability to work a graveyard shift (11pm-7am Mountain Time).
Superior problem solving skills, with a proven ability to exercise sound judgment in order to solve complex issues, recognize business critical situations, and escalate as needed.
Excellent presentation, demonstration, and facilitation skills in leading meetings, trials, and projects.
Excellent analytical and communication skills.
Interest in acquiring deep product and methodology expertise.
History of outstanding customer service and advocacy.
Ability to work autonomously and with little supervision.
Additional Qualifications:
Candidates with the following skills will have a competitive advantage in seeking this position:
A solid understanding of Application Lifecycle Management and the Software Development Life Cycle.
Experience with development processes such as Agile, Scrum, XP, Lean, FDD, DSDM, or Kanban.
Server management, hardware, and VMware experience.
Bachelor's degree in engineering, computer science, physical sciences or equivalent.
Ruby, REST, Javascript, HTML, .Net, and SOAP coding skills.
Prior experience working independantly as the sole customer service representative.
We are looking for people who are passionate about the software industry and want to work with the best and brightest. We value teamwork and the ability to make and meet commitments as well as skill and a successful track record. We strive for a healthy, productive work/life balance, while enjoying the opportunity to substantially contribute to the direction and success of a vibrant software business.
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