Tier 1 Customer Support Specialist at Convercent

| Greater Denver Area
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Convercent is growing, and so is our need to expand support of our global enterprise customer base. Bring your curiosity, your readiness to be challenged, and your desire to do work that really makes the world a better place and help us build a world-class, seamless experience for our global customers.

In this role, you’ll use your product understanding and experience troubleshooting complex software to respond to escalated and more complex support and configuration issues. You will partner with Product and Engineering on prioritization of defects, ensure SLAs are met, and leverage your technical chops for workarounds as needed. You will also work closely with your partners in Customer Success to translate the business impact of issues, so we can make informed decisions as a team and set our customers up for success. This position reports to the Manager of Customer Support within our Customer Success team.

Responsibilities include, but are not limited to:

  • Ensuring delivery of a first-class, genuine and personalized customer support experience.
  • Troubleshooting and investigating platform issues reported from clients, including building SQL queries, reviewing server event logs, failure mode isolation and debugging.
  • Using your critical thinking skills and attention to detail to package escalations to engineering in those situations where you can't resolve the issue within Support
  • Serving as the liaison between customers and internal teams deciphering and communicating defects, new business requirements and technology enhancement requests for improved customer experience.
  • Partnering well across departments, thinking creatively, and solving problems - you know that great collaboration and feedback will make us bigger than the sum of our parts
  • Being a technical subject matter expert on all things Convercent so you can confidently recommend options, internally and externally.
  • Developing a deep understanding of the application configuration and how the product behaves under different scenarios.

Desired Skills/ Experience:

  • Working knowledge of cloud infrastructure and architecture, MS Azure a plus.
  • Relational Database Management, SQL scripting, MS SQL Server a plus.
  • Experience troubleshooting applications built with C#, Javascript, HTML, XML, JSON.
  • 2+ years of escalation software support experience.
  • Prior experience in SaaS/Software industry preferred.
  • Knowing what it means to operate with a sense of urgency and strong attention to detail.
  • A passion for customers' experience and empathy in understanding customer needs -- this matters in every support role, but in our business, it matters a lot.
  • Excellent communication, interpersonal, verbal and eloquent writing skills.
  • A passion for learning and a willingness for taking on new challenges.
  • Ability to multitask and a desire to work in a fast-paced environment.
  • Understanding of Information security.

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes:

-Healthcare (we pay 90% medical, dental and vision for employees)
-Unlimited PTO
-Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners)
-Wellness bonus ($100/month towards wellness expenses
-Stock options
-Monthly cell phone reimbursement
-EcoPass (ride the bus or light rail for free)

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 days of paid sabbatical after their first 30 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Customized development tracks
Paid industry certifications
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