Xometry

About Xometry

The Customer Support Specialist will be responsible for working with customers across an array of industries including aerospace, defense, commercial, automotive, industrial and medical devices to help provide top-tier service on their orders. Primary responsibilities will include: Effectively and professionally interact with customers of all technical skill levels to define, research and resolve issues quickly and accurately. Maintain the support queue, monitoring ticket levels, cleaning up tickets, and getting the appropriate information from customers when escalating. Communicate and resolve basic technical issues via phone and email; escalating issues to the Engineering team when appropriate. Work to reproduce and recreate bugs identified by internal team members or customers, and accurately communicate recreation steps to the Software team. Provide timely updates to customers, and as appropriate, all internal team members on the status of pending support tickets. Organize and communicate customer feedback to the appropriate internal team members. Manage and update support pages and help docs. Work with marketing to create collateral and support documentation for new features. Performs all work in compliance with Xometry's quality and safety systems, policies and procedures. Qualifications: Familiarity with any ticketing system is a plus. 2-3 years of experience leading or managing a team Ability to multitask and work in a fast paced environment Strong listening and organizational skills Excellent customer service skills (verbal and written) Proven record of satisfying customer needs while maintaining high customer satisfaction Undergraduate degree or equivalent experience Capable of learning general guidelines to manufacturing in different processes The position will be compensated with a competitive salary, reimbursement for all business related expenses, a complete benefits package and participation in the company’s equity option incentive plan. Job Type: Full-time Experience: Customer Service: 2 years (Preferred) Shifts: Evening (Required) Application Question: What is your target hourly rate? Work Location: One location Benefits: Health insurance Dental insurance Vision insurance Retirement plan Paid time off Flexible schedule Parental leave Relocation assistance Professional development assistance Work environment: Call center Communication method(s) used: Email Phone Chat Job Duties: Answer incoming customer inquiries Collaborate with management teams to stay updated on new products, services, and policies Record customer information within our customer service database Engage with clients in a friendly and professional manner while actively listening to their concerns Offer support and solutions to customers in accordance with the company's customer service policies Other duties as requested This Job Is Ideal for Someone Who Is: Dependable -- more reliable than spontaneous People-oriented -- enjoys interacting with people and working on group projects Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction Detail-oriented -- would rather focus on the details of work than the bigger picture Achievement-oriented -- enjoys taking on challenges, even if they might fail Autonomous/Independent -- enjoys working with little direction Innovative -- prefers working in unconventional ways or on tasks that require creativity High stress tolerance -- thrives in a high-pressure environment Schedule: Monday to Friday Night shift

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Company Info

Legal Form: GmbH

Company Type: Public

Company Size: 1001 - 5000

Revenue: 100 - 500 million (USD)

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Job Ads found: 4455

Job Ads per Month: 94.8

Hiring Locations: 87

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