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Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.  

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Customer Care Representative to join our team.

As a Customer Care Representative (CCR), you will aim to offer top-of-the-line customer service by demonstrating a high level of service aptitude and customer empathy. CCRs thrive in a culture that promotes empowerment, taking the initiative, finding solutions, collaboration, and having fun.

This role will be required to work out of our Dublin, CA office.

YOU WILL:

  • Provide email, web, and phone-based end user support to Snowflake customers and partners 
  • Resolve general service administration requests for account access, billing inquiries, support access, feature enablement, and other inquiries
  • Leverage your product and process knowledge when engaging customers 
  • Clearly comprehend the issues customers present by thinking creatively on behalf of the customer
  • Drive process improvement to make doing business with Snowflake easier for our customers 
  • Document known solutions to the internal and external knowledge base
  • Provide consistent performance within a fast-paced and constantly changing environment

OUR IDEAL CUSTOMER SERVICE REPRESENTATIVE WILL HAVE:

  • High school diploma, GED, or equivalent international degree; college degree preferred
  • Minimum of 2+ years of  Customer Service experience 
  • Strong written and verbal communication skills
  • Experience in the software and technology industry
  • Experience using business tools such as Slack, GSuite, CRM tools (Ex: Salesforce, Oracle, ServiceNow etc.)
  • Proficient in G Suite and  Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • A thirst for information and the ability to utilize a variety of resources, including search engines, websites and internal resources, and research customer requests to deliver meaningful and valuable solutions
  • Excellent listening skills: capable of communicating in a fluid, back-and-forth manner that engages and invites an exchange of ideas
  • The ability to probe to  understand the customers’ needs in full detail
  • Proactive relationship building with immediate colleagues and those in related disciplines
  • Forward-thinking mentality: the ability to solve immediate issues and anticipate future issues
  • The ability to communicate effectively with people at all levels
  • Strong analytical and problem-solving skills
  • The ability to think outside the box in determining possible solutions 
  • The ability to work as part of a team and on their own initiative
  •  

NICE TO HAVES:

  • Prior experience in a Customer Support function for an Enterprise Application Software or SaaS environment is highly desired
  • Practical experience with Salesforce Service Cloud 
  • Basic understanding of SQL
  • A keen eye for process improvement toward improved Customer Experience (CX)
  •  

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