Customer Support Engineer (Mexico)

About GoodTime

Every meeting should move you closer to achieving a clear outcome—whether it’s bringing an idea to life, hiring the best candidate, or closing a sale. GoodTime brings the right people together to make it happen. Over 300 leading companies like Spotify, Slack, Pinterest, Okta, HubSpot, and Box have scheduled more than 7 million smart meetings with GoodTime. Learn more at goodtime.io.

Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration.  As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.  

The Role

GoodTime is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience. Our team is focused on results and maintains a high customer satisfaction rating. The role of the Customer Support Engineer is to help maintain and bolster customer happiness. This position will enable you to learn best practices in customer service, operations, gain expert-level product and industry knowledge, interact with all internal teams, and get in on the ground floor with a growing company. GoodTime’s strong commitment to customer success will provide you with a unique opportunity to become an integral part of GoodTime’s exciting future where every minute counts.

Mission: As a Customer Support Engineer, you will partner with our Customer Success Managers to help companies streamline their recruiting operations. You will assist customers with technical questions related to our product and make the customer a top priority. You will be integral in helping our Customer Success Team help our customers and build brand loyalty.

What will you do

• Provide independent and high-quality responses to our customers via phone, email ticketing system, and chat
• Provide reliable resolution of critical and high impact problems for customers
• Video conferencing with customers to diagnose issues, both within GoodTime and their integrations
• Be knowledgeable and be able to confidently speak about GoodTime’s products and services
• Educate customers on product functionality and increase awareness of other available resources such as online training, community and knowledge base
• Collaborate with internal teams on potential growth and/or “At Risk” situations
• Prioritize incoming cases in a high-volume, fast-paced environment
• Working in a debug environment to emulate customer issues and find errors in back-end code
• Various tasks for QA support

What you’ll need

• 2+ years in a customer-facing role, preferably in a similar B2B organization
• Energetic, empathetic, willingness and passionate to learn new product and tools
• Excellent Organization,  time management and prioritization skills
• Excellent communication skills, both written and oral, specifically with escalated customers and able to clearly communicate complex solutions in an easy to understand way.
• Accountable in handling a multitude of cross-functional projects and initiatives to facilitate organizational growth.
• Keen eye for recognizing trends in data in order to direct and drive change, and accurately measure performance and efficiency.
• Knowledge of Javascript/typescript 
• Experience with debugging/maintaining integrations such as Zoom, Gcal, O365, various ATSs, CCSs, etc.

You might be a good fit for GoodTime if you:

• Dislike politics and “red tape” 
• Are bored without a hard problem to solve
• Can make a path forward, even in ambiguous situations
• Are humble, able to admit your failures and give and receive feedback 
• Love to learn, self-taught in many areas

• Enjoy seeing your hard work make real impact and controlling your own success 

Why you’ll love this job:

• Win as a Team; You’ll work with smart people who are driven by results
• Challenge the Status Quo: Your ideas will be debated, executed or maybe tossed out. But they will always be heard
• You’ll work with a leadership team who believes in transparency and meritocracy
• Benefits including flexible work hours, competitive salaries, paid time off, medical, dental, & vision insurance, and much more
• Work alongside teams remotely from anywhere in the US

Commitment to You

The more diverse and inclusive the workplace, the more our product, community, and company can flourish. As a prospective teammate, we don’t expect you to “check” every box here. If you believe in the vision and values at GoodTime, please apply! We’re proud to support and be an ally to the BIPOC community, women, veterans, and those recovering from the various effects of the pandemic.

Benefits/Perks

• Remote first culture, with fully paid bi-annual company get togethers (once deemed safe to do so) for ALL teammates, potentially more paid travel as needed based on role
• $500 home office subsidy
• 8 week Parental Leave (including adoption placement)
• Flexible time off (R&R)
• Up to $500 towards self-selected learning and development
• Health, Dental, and Short-term Disability plans, with generous employer contribution
• Paid subscription to Calm app (meditations on meditations y’all)

Remote in Mexico Only 

We are unable to accommodate Visa holding candidates at this time

Please Note: No 3rd Party Agency/Recruiters will be considered.