Carbon Technical Partner

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💎 Seniority level: Senior, 5+ years

📍 Location: United States, EST

💸 Salary: 70000.0 - 98000.0 USD per year

🔍 Industry: Customer Support

🏢 Company: Carbon, Inc.

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: Leadership3D Modeling - RhinoAgileData AnalysisCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceAccount ManagementTroubleshootingTechnical supportCustomer supportCustomer Success

Requirements:

Demonstrated aptitude for complex troubleshooting
Exceptional communication skills
Advanced critical thinking and analytical abilities
Proactive problem-solver
Customer-facing experience
Proven ability to prioritize and manage multiple projects at a time while paying strict attention to detail
Tech savvy individual with the ability to quickly and effectively learn new technology as well as complex hardware, software, and materials concepts
Works effectively on a team by communicating openly, collaborating to achieve shared goals, and adapting to new challenges to ensure customer success
Technical background with experience in engineering, chemistry, material science, or field service

Responsibilities:

Serve as the lead point of contact for any support matters specific to your cases and assigned customers, including training end users and resolving technical issues
Take full ownership of customer support requests from start to finish, including troubleshooting, root cause analysis, resolution, or escalation as needed
Diagnose and resolve high-severity requests or escalated issues by applying advanced technical knowledge and critical thinking, even when faced with incomplete or ambiguous information
Consistently deliver superior customer experiences by exceeding expectations on response quality, timeliness, and technical accuracy
Act as a key technical liaison between customers and cross-functional teams, ensuring complex issues are analyzed and addressed for the timely and effective delivery of solutions
Translate technical concepts and support updates into clear, actionable communication for both technical and non-technical stakeholders, maintaining transparency and trust
Create and update knowledge base documentation
Mentor and teach new team members
Work on strategic projects that positively impact the customer experience and Carbon's internal processes
Lead customer trainings either on-site (anticipate up to 30% travel) or remotely

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