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Perspectium is solving enterprise integration challenges for some of the most data-reliant businesses in the world…and we’re growing fast. To fuel that growth, we are looking for the best and brightest in the world to join our team. The pace is fast, the work is stimulating, the customers are enthusiastic, and innovation is expected. Founded in sunny San Diego, Perspectium also has an office in London.

In this dynamic role, the successful candidate will develop a good understanding of our product in order to communicate with our customers, troubleshoot, problem solve and resolve customer issues. You will also interface with engineering and other cross-disciplines in order to best assist the customer.

Location

This position is currently working remotely and following CDC and local guidelines to ensure safety of all our employees; however, you will need to be located in San Diego as you will be working in the office once the office safely reopens. 

Reports to: Senior Director of Support and Operations

Responsibilities

In this position, the ideal candidate will:

 

  • Take part in a 24/7 on-call support schedule for our customers globally (rotating call schedule with minimal after hours calls)
  • Take ownership of customer issues reported and see problems through to resolution
  • Contribute to continuous improvement across Customer Support methods, tools and processes
  • Research, diagnose, troubleshoot and identify solutions in order to resolve customer issues
  • Provide continuous feedback to product teams based on customer interactions and personal experience
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of support ticket knowledge articles
  • Provide regular updates to Support team manager

Minimum Requirements

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
  • Data-driven, strategic mindset
  • Logical and creative problem-solving
  • Excellent interpersonal and relationship management skills
  • Excellent planning, organization, and facilitation skills
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively
  • Experience with Integration methodologies and technologies
  • 3+ years experience in a Customer Support role

Preferred Experience

  • 3+ years ServiceNow implementation or administration

Please Note the Following

  • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
  • This description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.
  • This job description is subject to change at any time.