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Associate Product Support Engineer - Portuguese/English ( Shift is 4 x 10: 1:30pm - 12:30am CT - Sunday & 8am - 7pm CT - Tuesday, Wednesday & Thursday)
| Hours | Full-time, Part-time |
|---|---|
| Location | Ames, Iowa |
About this job
The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, APSEs 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.
What You'll Do:
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
What You'll Need:
Minimum Qualifications:
Fluency in Portuguese and English
Bachelor's degree or equivalent work experience
Advanced degrees considered in lieu of experience
Preferred Qualifications:
Ability to multitask and manage changing priorities
Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud
Strong communication skills across various channels (email, phones, ticketing system)
Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics
Anticipate obstacles, establish timelines, and define service level agreements
Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving
Represent the team in cross-functional meetings or projects, contributing to a positive team culture
Basic or intermediate experience in database support or network security support preferred
Remote-Ready Excellence:
Flexible hours during peak seasons; minimal travel expected
Reliable internet access for remote work, as we embrace flexible work arrangements
How You'll Be Rewarded
Salary range in the US: $21.00 - $34.00A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
401(k) match and comprehensive employee benefits package
The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.
Where You'll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we've created.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need-backed by our culture of collaboration and diverse thought-to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems.
At Workiva, you'll enjoy
Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more about life at Workiva:
Learn more about benefits:
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.We strongly encourage and welcome people from historically marginalized groups to apply.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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