Associate Product Support Engineer, Workiva

• Undergraduate degree or equivalent combination of education and experience in a related field
• Minimal travel expected
• Flexible hours during peak seasons
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

Desirable

• Must be available to work Monday - Friday from 3:30PM - 12:30AM Central Time
• 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 complex 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