Customer Service Representative – Brazil – Elastic

34% 1-Year Employee Growth Rate | 58% 2-Year Employee Growth Rate | LinkedIn | $162M Venture Funding

What Is Employee Growth Rate & Why Is It Important?

At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business-it’s a mentality that is at the core of our culture.

The Support team is seeking a Customer Service Representative who will be a founding member of a new team we are building to handle non-technical support requests. As we are a distributed team and company, your location can virtually be anywhere. It’s imperative that you enjoy working from home, or an unaffiliated co-working space if you do not live adjacent to an Elastic workplace, and have a strong sense of self-direction.
What You Will Be Doing:
An important part of our help to customers includes non-technical questions around licensing, billing, and similar topics. This role and team would be focused on those topics, and specifically:

• Working directly with customers to understand and resolve their issues via email or sometimes phone
• Managing, prioritizing, and tracking your work in a case management system
• Investigating customer issues in various business systems, and when not able to resolve the issue directly, working with other departments within Elastic as needed to resolve issues
• Understanding and helping us improve our business systems and processes to avoid issues in the first place

What You Bring Along:

• You have a high level of enthusiasm and pride in your work, you have a strong ability to learn, and you see change and challenges as opportunities to make things better
• You have experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes necessary to keep us growing without stumbling. In fact, you’re excited to share some of the significant improvements you’ve made in past situations with us!

Bonus Points:

• 3+ years of work experience
• Experience within a technical environment and general understanding of software products
• Familiarity with Cloud Services
• Strong English communication skills, both verbal and written
• Strong attention-to-detail
• Creative problem solving skills
• Strong ability to work independently and prioritize your work in a distributed, dynamic, fast-paced environment
• Experience working in a case management system, with defined Service Level Agreements and Objectives

Additional Information – We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Double your charitable giving – We match up to $1500 (or local currency equivalent)
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

#LI-JW1

Tagged as: >50% 2 Yr Employee Growth, 501+ Employees, Hide US-Only Jobs, Venture Funded