Associate Product Support Engineer, Workiva

• Must be able to work Thursday through Monday from 3:30pm - 12:30am CST
• Customer service experience
• Bachelor’s degree or equivalent work experience
• Varying and overtime hours may be required during peak seasons
• Reliable internet access for any period of time working remotely and not in a Workiva office

Desirable

• The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users
• Through phone, chat, or tickets, the APSE will assist customers in navigating technical and functional challenges
• They not only troubleshoot and research solutions but also guide users step by step, ensuring customers maximize our platforms
• This role is an opportunity to contribute to customer experience and satisfaction while advancing your career at Workiva
• Provide technical and functional expertise to customers through phone, chat, and ticket management
• Manage customer inquiries within expected time frames, escalating only when necessary
• Maintain professionalism and establish positive rapport with customers
• Troubleshoot customer issues using application knowledge, experience, and self-guided research
• Resolve customer issues independently or with minimal assistance
• Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources
• Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability