Customer Service Representative - Submer

Location & work modality: Houston, #LI-Hybrid

Start: ASAP

Type of Contract: Full Time / Permanent

About Submer

The best way to introduce you to Submer is undoubtedly through our values: Sustainable, Unique, Bold, Making Sense, Empathetic and Reliable. If these resonate with you we're sure you will find your place here in no time.

At Submer, we believe that our digital world can be more sustainable, more efficient and more environmentally friendly. Submer is solving the biggest problems of datacenter, supercomputer, hyperscale and edge applications to make that future possible.

Our multinational talented team has a huge passion in reducing IT environmental footprint and expertise in datacenter design and day-to-day operations. We’re scaling our team and operations worldwide to meet growing international demand.

What impact you will have

The successful candidate will be responsible for the customer success and technical support. Be the voice of the Customer in the organization. Align customer needs and expectations with our product suit, customizing our deliverables to ensure they use our products successfully. Deliver exceptional customer experience by logging, categorizing, and prioritizing customer requests and applying remote troubleshooting for customer issues, reassigning trouble tickets as needed. Improvement of customer facing process documentation and control management.

What you’ll do

• Align customer needs and expectations to our product suit 
• Prioritize customer needs and deliver the expected outcomes 
• Flag customer impacting issues to engineer team to avoid reoccurrence 
• Advice management on work processes issues to improve them. 
• Guide the customer on a step by step technical support process following internal troubleshooting directives 
• Log customer requests on the ticketing system, both from phone calls, emails and customer portal 
• Monitor and report on ticket progress until issue resolution and customer satisfaction 
• Ensure customer facing documentation is relevant and up to date

What you’ll need

To perform in this job, you’ll likely have:

• Proficiency in spoken and written English 
• At least 2 years’ experience on a technical customer success team 
• Technical knowledge on manufacturing of IT or cooling equipment (desired) 
• Strong relationship management skills 
• Proficient in Microsoft Office suite 
• Experience using ticketing systems 
• Proactive and able to work autonomously 
• Remains calm under pressure 
• Energy, enthusiasm and willingness to learn, particularly about high efficiency cooling technologies that are good for the planet.

What we offer

• Attractive compensation package refleting your expertise and experience.
• Medical Insurance Plan.
• 401k Employee volunteer contribution Plan.
• A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.
• You´ll be part of a fast-growing scale-up with a mission to make a positive impact, offering an exciting career evolution.

Our Inclusive Responsibility

Submer is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.