customer support
Posted 3 weeks agoMission Support Representative
at Saronic
Austin, United StatesOn-site
Requirements
- Guided Troubleshooting: Work customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems. Document findings and outcomes in Salesforce (SFDC)
- Case Routing and Escalation: Triage and route inbound cases to the appropriate support tier. Escalate vessel and mechanical issues to the on
- call Field Service Representative (FSR) and software
- level issues to the Software Engineering team
- Case Documentation: Accurately log all customer interactions, troubleshooting steps, and resolutions in SFDC and internally developed support tools. Maintain clean case records to support reporting and continuous improvement
- Product Training: Participate in Saronic’s internal training programs to develop working knowledge of USV systems, operational procedures, and support protocols
- Customer Advocacy: Capture and communicate customer feedback to internal teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentation
- Continuous Improvement: Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self
- Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms
- channel support environment handling phone, email, and chat contacts
- Strong written and verbal communication skills with the ability to translate technical information for a range of audiences
- oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records
- Ability to work effectively in a fast
- paced, dynamic environment with evolving products and processes
Benefits
- ups, orthodontics, and vision care Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents Time Off: Generous PTO and Holidays Parental Leave: Paid maternity and paternity leave to support new parents Competitive Salary: Industry
- standard salaries with opportunities for performance
- based bonuses Retirement Plan: 401(k) plan with company match Stock Options: Equity options to give employees a stake in the company’s success Life and Disability Insurance: Basic life insurance and short