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 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
Undergraduate degree or equivalent combination of education and experience in a related field
Fluency in English and Italian
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
Travel Requirements and Working Conditions
10% travel
Flexible hours during peak seasons
Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
Workiva is an Equal Opportunity 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, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
