Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Core Support Expert is a pivotal role within Docusign's customer service delivery, acting as a strategic advisor to customers while serving as their primary point of contact. Our commitment to delivering exceptional customer experiences is exemplified by the Core Customer Support Expert, who embodies technical proficiency, customer-centricity, and a collaborative approach. With a focus on educating, troubleshooting, and delighting customers, this role bridges the gap between customers and various internal functions within Docusign. Whether it's resolving technical inquiries, addressing billing issues, or providing general support, the Core Support Expert ensures that customers receive timely and effective assistance. Furthermore, the Core Support Expert serves as a conduit for customer feedback, advocating for their needs and preferences within the organization. By working closely with cross-functional teams, they expedite issue resolution, enhance support practices, and contribute to continuous improvement initiatives. In essence, the Core Support Expert plays a vital role in empowering customers to maximize the value and adoption of Docusign's software, driving customer satisfaction and loyalty.

This position is an individual contributor role reporting to the Director, Digital Customer Support.

Responsibility

• Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and provide exceptional support for Docusign products and associated services

• Handle incoming support channels to troubleshoot customers' inquiries and issues with Docusign products, including account access, setup, document workflows, billing, etc

• Utilize support tools and resources necessary to solve customer queries, including telephone, chat, Salesforce, Jira, and Docusign proprietary systems

• Identify improvements to the product, identify bugs, and discover opportunities to enhance the customer experience

• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs

• Meet and exceed Docusign Customer Support service level goals

• Manage communication between Docusign and customers, ensuring timely updates and effective resolution of issues

• Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction

• Provide support for internal peers on product knowledge and engagement paths

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 2+ years related experience

• High School Diploma

• Fluent in Portuguese and English

• Experience in a previous customer-facing role (e.g., hospitality, customer service, etc)

Preferred

• Multi-lingual in other Docusign supported languages (French, Portuguese, Japanese, German, Spanish, or Italian)

• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers

• Superior oral and written communication skills

• Self-motivated, goal-oriented, highly collaborative, creative, excellent organizational and time management skills

• Effective communication skills, a key component of this role, with audiences that include customers and peers

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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