We are Hiring ☝Pre-Sales & Support Operations Specialist

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Are you a customer-focused, technically-savvy individual with a passion for delivering exceptional user experiences? Ricksoft is looking for a Pre-Sales & Support Operations Specialist to join our growing team!

About the Role:

As a Pre-Sales & Support Operations Specialist, you'll be a key liaison between our customers, support agents, and internal teams. You'll play a crucial role in pre-sales activities by understanding client needs, delivering product demos, creating educational content, and relaying valuable customer feedback to our product teams for continuous improvement.

In addition, you'll play a crucial role in troubleshooting complex product issues, collaborating with our Engineering Team to resolve bugs, and contributing to our technical knowledge base.

What You'll Do:

1) Pre-Sales Engineering:

• Build and nurture strong client relationships by understanding their needs.
• Assist in developing and delivering user education resources like demo videos, webinars, and guides.
• Collect and communicate customer feedback to product teams.
• Collaborate with sales, product, and marketing to ensure a seamless customer experience.
• Support partners by providing relevant information and resources.

Technical Support:

• Troubleshoot and resolve complex product issues by analyzing logs, API calls, and configuration data.
• Escalate bugs and technical limitations to Engineering with clear documentation.
• Act as a liaison between customers, support agents, and engineering for advanced cases.
• Review recurring issues and work with product managers to identify improvement areas.
• Contribute to and maintain technical knowledge base articles and support tools.

What We're Looking For:

• A Bachelor's degree in Computer Science, Engineering, or a related field.
• A minimum of 3 years of relevant work experience in customer success, customer support, or account management.
• Strong communication skills with the ability to build relationships and engage clients.
• Customer-focused, empathetic, and results-driven with a passion for delivering value.
• Basic technical knowledge to understand products.
• Familiarity with Atlassian products is a requirement. ACPs are huge plus.
• A problem-solving mindset with an eagerness to learn and improve.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proven success in identifying growth opportunities, enhancing customer satisfaction, and driving customer retention.
• Proficiency in project management and experience with technology platforms.

Work Location: This is a full-time, work-from-home position.

*While this is a work-from-home opportunity, we have a strong preference for candidates located in European time zones to best align with our team and customer base.

Why join Ricksoft, Inc.?

At Ricksoft, Inc., we are at the forefront of creating cutting-edge software plug-ins for Atlassian solutions that empower businesses to streamline their project management, boost productivity, and enhance collaboration. With a commitment to excellence and a passion for delivering top-notch products, we have quickly become a trusted name in the Atlassian Marketplace.

Why join Ricksoft, Inc.?

• Innovation: At Ricksoft, Inc., we encourage creativity and embrace new ideas. We are committed to staying ahead of the curve by constantly evolving our products to meet the ever-changing needs of our clients.
• Collaborative Environment: We believe that great things happen when talented individuals come together. Our team is diverse, dynamic, and supportive, creating a collaborative environment that fosters growth and success.
• Impactful Work: Join us in making a difference. Our products are used by organizations worldwide, meaning your work will have a significant and lasting impact.