Cloud Triage Support Associate

Vancouver or Toronto

The Cloud Triage team is responsible for supporting our Atlas (https://cloud.mongodb.com/) customers as they learn to use MongoDB. Our Cloud Triage Support Associates form the front line of our cloud support team, directly responding to basic technical or account questions from our customers, and routing and managing responses to the more complex questions. It's crucial that you ensure that questions are answered quickly and correctly and that our customers get the help they need, regardless of who provides the answers in the end.  Cloud Triage is a global team so you’ll have the opportunity to chat with global team members and global customers.

Candidate Profile

The right candidate for this role will have experience with live text chat, technical or non-technical, and be comfortable dealing with customer support questions of various levels of difficulty. You’ll need to genuinely enjoy helping others, and be good at interpreting their requests. It’s helpful if you have also worked in a support role before, but not required. You will be the first person to have a human connection with our customers and will be chatting with them in real time as they have questions or technical issues. Awareness of tone, clarity of communication, and collaborative spirit is required.

Position Expectations

Collaborate with customers to find a solution to their issues. You will also be working with our engineering teams to escalate more complex customer problems. Position is located in Vancouver or Toronto

Success Measures

Cloud Triage Support will be successful in this role when they can execute the following strategic tasks/responsibilities:

  • Customer Service: Provide an unparalleled customer experience
  • Provide valuable product and user feedback to our sales, engineering, and marketing staff
  • Preview new features for the product based on customer requests

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