CX Technical Representative – Core

What we’re looking for:

• • 2-3 years related work experience
  • Advanced understanding of technologies that impact 1Password products and solutions including developer tools, SIEM platforms, network proxies, VPNs, etc.
  • Familiar with virtualization and provisioning concepts
  • Knowledge of networking concepts like DNS, TCP/IP ports, etc. Experience with troubleshooting tools like dig, IP address lookup, checking ports, etc.
  • Basic scripting ability
  • Hands on experience with UNIX/LINUX and Windows based platforms
  • Preferred: previous experience with the 1Password product
  • Preferred: experience working for an organization in the technology space

What you can expect:

• • • Deliverables & KPIs:
    • Customer Focus – Interpret customer requests for technical assistance and address needs effectively and accurately, while maintaining an empathetic, positive, and professional attitude towards the customer at all times. Effectively communicate technical issues to customers, surfacing information readily available through support documentation both internally and externally.
    • Problem Solving – Reproduce, diagnose and resolve routine tier 2 queries across your primary areas of support
    • Zoom Support – Comfortable giving support calls for up to tier 2 issues when required to more quickly resolve customer questions/issues.
    • System Capability – Efficiently navigate and utilize internal CX tech stack and customer management systems, in the context of a Technical Rep. Organize and capture knowledge for collaboration and knowledge sharing with the Extended Services team.
    • Ticket Queue Monitoring – Triage incoming new tickets or escalations from CX Service and Technical – Core teams. Assess whether the escalation’s root cause is one of our integrations and liaise with the Core team as needed. Escalates Extended Services’ tickets to a higher tier as required.
    • Productivity Expectations – Follows established workflows and adheres to performance expectations for your level in the Extended Services team.
    • Customer Advocacy – Where appropriate, file new Gitlab issues for up to tier 2 tickets and feature requests, on behalf of customers for the attention of internal teams. Further, stay up to date with ongoing issues and provide customers with workarounds, where possible.
    • Mentorship and Collaboration – Is available to answer questions and support junior representatives via Slack, and is involved in CX’s cross-functional Slack channels. Works with senior representatives to create internal troubleshooting documentation for our team when required.

• • Product Knowledge:
  • 1Password for Mac: Uses macOS utilities as part of the diagnostic process to identify and troubleshoot novel issues, performance concerns and uninstallation issues.
  • 1Password for iOS: Comfortable using Xcode to simulate 1Password for iOS as part of the troubleshooting process.
  • 1Password for Windows: Capable of troubleshooting issues preventing the running or deployment of the app beyond public facing documentation. Troubleshoots issues where the 1Password app update or installation has failed on the customer machine.
  • 1Password in the Browser: Can troubleshoot and resolve extension deployment questions beyond available documentation. Interpret console logs and diagnostic reports to effectively troubleshoot SLS slowness and failures.
  • 1Password for Linux: Comfortable exploring developer documentation for supported distributions in order to virtualise an affected customer’s environment including desktop managers to reproduce and troubleshoot issues.
  • 1Password for Android: Understands the biometric class differences and how they impact 1Password. Familiar with logcat, effective use of the tool when appropriate.