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.

 

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 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

  • Customer service experience
  • Bachelor’s degree or equivalent work experience

Preferred Qualifications

  • Technical support experience
  • Ability to multitask and manage changing priorities
  • Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud
  • Strong interpersonal skills
  • 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

 

Travel Requirements & Working Conditions

  • Varying and overtime hours may be required during peak seasons
  • Minimal travel expected
  • Must be able to work Monday-Friday, 8-hour shift Central Time hours
  • Reliable internet access for any period of time working remotely and not in a Workiva office

 

How You’ll Be Rewarded

 

✅ Salary range in the US: $21.00 – $34.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

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