Customer Support Representative - Costa Rica (R7147)

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Elastic is a free and open 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 Elastic Support team is seeking a Customer Support Representative in Costa Rica to join a growing and ever-evolving team of rock stars. 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 co-working 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 questions around billing, account management, and similar topics. Our customers also come to us with less-complex technical issues critical to the customer experience. This role and team is focused on those topics, and more, including:

Working directly with customers and internal teams via cases, chat, and web conferencing to understand and resolve issues found in accounts, billing, platform access, and partner integrations

Becoming a Subject Matter Expert on partner account billing details and technical processes

Performing deep analysis across many business systems for any issues related to accounts, billing, and subscription management
Escalating within internal technical, development, and financial teams where necessary, owning all external communication with customers
Educating our customers where necessary on various aspects of their cloud-based accounts
Understanding and helping us improve our business systems and processes to avoid customer issues
Uncovering enhancements we can make to our customer experience
Communicating trends to Team Leads, Management, and Development to improve our offerings
Contributing to our knowledge base to ensure colleagues are also enabled to answer known issues

What you bring with you:

A high level of enthusiasm and pride in your work, a strong ability to learn, and you see change and challenges as opportunities to make things better
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
Strong ability to independently prioritize and manage your work in a distributed, dynamic, fast-paced environment
Working understanding of technical troubleshooting practices related to Cloud-based services and/or business systems
Creative problem-solving skills
Strong English communication skills, both written and verbal
3+ years of relevant work experience

Bonus points:

Experience with Cloud services
Demonstrated success delivering on cross-functional deliverables
Experience with business-to-business accounts and billing
Proven ability to manage high-visibility customer escalations to successful conclusion.

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

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Please see here for our Privacy Statement.

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