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Tackle Remotiveover 1 year ago
Apply Nowover 1 year ago
Tackle is the leading solution built to help software companies generate revenue through cloud ecosystems. Our platform and our team come together to help our customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through the Cloud Marketplaces.
Tackle works with more than 500 software companies including Auth0, CrowdStrike, HashiCorp, Lacework, New Relic, Snyk, VMware, and many more at every stage—from companies scaling their go-to-market to the largest software companies in the world. We are venture backed by three of the world's top SaaS investors—a16z, Bessemer Venture Partners, and Coatue—to execute on our mission to positively transform the way that software is sold.
< class="h3">In This Role You Will:
- Triage incoming customer support inquiries to determine the customer need, provide assessment of the situation, seek clarification as appropriate.
- Assign tickets to support engineers based on capacity, subject matter, and priority.
- Manage the inbox and email communication on behalf of our Partners that drive co-sell engagements with leading cloud providers: AWS, google and Microsoft.
- Work closely with internal team members to ensure opportunities are being connected accurately and timely.
- Keep our internal CRM and the Parner CRM up to date with applicable Co-sell information accurately and timely
- Seek to understand and organize customer feedback and act as the voice of our ISV customers to Product Management and Customer Journey leadership; representing their goals and needs to attain them
- Ensure internal and external service levels are maintained.
- Manage assigned cases with a high degree of professionalism and attention to detail through email, chat, video and phone.
- Detailed oriented with strong problem solving/decision making skills and sound judgment
- Excellent oral and written communications skills
- Professional demeanor, personal integrity, committed to high moral standards and business ethics
- Positive attitude, willingness to learn and an outgoing personality with the ability to work in a remote team environment
- Experience in customer service a plus
- Knowledge of the software as a service (SaaS) industry is also a plus
- Proficient in Outlook/Gmail, Dynamics365, Salesforce and Excel, specifically with VLOOKUP functions and Pivot tables.
- Highly Organized
- Attention to detail
- Likes repetitive type work