The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, APSEs 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 managementManage customer inquiries within expected time frames, escalating only when necessaryMaintain professionalism and establish positive rapport with customersTroubleshoot customer issues using application knowledge, experience, and self-guided researchResolve complex customer issues independently or with minimal assistanceLink, author, and edit content in Workiva’s knowledge base to enhance customer self-service resourcesAccurately capture ticket notes, document activities, and manage tickets for clarity and actionabilityWhat You’ll Need:Minimum Qualifications:Fluency in Portuguese is requiredBachelor’s degree or equivalent work experienceAdvanced degrees considered in lieu of experiencePreferred Qualifications:Ability to multitask and manage changing prioritiesModerate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloudStrong communication skills across various channels (email, phones, ticketing system)Self-motivated and results-oriented, able to coach others to demonstrate similar characteristicsAnticipate obstacles, establish timelines, and define service level agreementsEnjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solvingRepresent the team in cross-functional meetings or projects, contributing to a positive team cultureBasic or intermediate experience in database support or network security support preferredRemote-Ready Excellence:Flexible hours during peak seasons; minimal travel expectedReliable internet access for remote work, as we embrace flexible work arrangementsHow 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 packageThe salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Where You’ll WorkOur values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.At Workiva, you’ll enjoyFantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and moreWork-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work. Learn more about life at Workiva: https://www.linkedin.com/company/workiva/Learn more about benefits: https://www.workiva.com/careers/benefits Workiva is an Equal Employment Opportunity and Affirmative Action 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.#LI-JW1
View Original Job Posting