Customer Service Representative - Billings Operations (US - East Coast)

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Elastic is a search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co

The Finance team is seeking a Customer Service Representative to join our Billings Operations team

What You Will Be Doing:

You will help to ensure our growing customer base has their questions answered accurately and in timely manner.

  • Working directly with customers to understand and resolve their issues via email or sometimes phone
  • Managing, prioritizing, and tracking your work in a case management system
  • Investigating customer issues in various business systems, and when not able to resolve the issue directly, working with other departments within Elastic as needed to resolve issues
  • Understanding and helping us improve our business systems and processes to avoid issues in the first place
  • Perform root cause analysis and problem solve
  • Maintain and update customer records

What You Bring Along:

High level of enthusiasm and pride in your work, you have a strong ability to learn, and you see change and challenges as opportunities to make things better.

You have experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes necessary to keep us growing without stumbling.

If that's you, hopefully you also have:

  • 3+ years of professional experience in a customer-facing position
  • Strong communication skills, both verbal and written
  • Strong attention-to-detail
  • Creative problem solving skills
  • Strong ability to work independently and prioritize in distributed, dynamic, fast-paced environment
  • Ability to interact with customers and other teams
  • Accustomed to working with case management system, with defined SLA (Service Level Agreements) and Objectives
  • Positivity! We each love what we do and believe that a positive attitude matters

Bonus Points:

  • Experience with Netsuite and Salesforce

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Elastic is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. Elastic also makes reasonable accommodations for disabled employees consistent with applicable law.

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