Customer Support Representative

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, 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 Cisco, eBay, 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 and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

The Support team is seeking a Customer Service Representative who will be a founding member of a new team we are building to handle non-technical support requests. As we are a distributed team and company, your location can virtually be anywhere. It's imperative that you enjoy working from home, or an unaffiliated coworking space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction.

What You Will Be Doing:

An important part of our help to customers includes non-technical questions around licensing, billing, and similar topics. This role and team would be focused on those topics, and specifically:

  • 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

What You Bring Along:

  • You have a 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. In fact, you're excited to share some of the significant improvements you've made in past situations with us!
Bonus Points:
  • 3+ years of work experience
  • Experience within a technical environment and general understanding of software products
  • Familiarity with Cloud Services
  • Strong English communication skills, both verbal and written
  • Strong attention-to-detail
  • Creative problem solving skills
  • Strong ability to work independently and prioritize your work in a distributed, dynamic, fast-paced environment
  • Experience working in a case management system, with defined Service Level Agreements and Objectives

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

The typical starting Total Cash Compensation range for new hires in this role is between $72,000 and $99,000, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. 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. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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