About ServiceRocket:ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago, London, Toronto, and Kuala Lumpur, our products and services help clients accelerate alignment, reduce friction, and connect with their teams, partners and customers.Working at ServiceRocket is more than a job. Our five core values drive our actions and work environment. Our employees, the Rocketeers, fuel our success. But don't just take our word for it – Explore what it’s like to wear the rocket.Summary of the role:Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. Responsibilities:Willingness to support US Time zoneTaking all first line calls from customers and identifying initial issuesSuccessfully resolving customer emails and phone requests through the use of varied ticketing, content and task management toolsIdentifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4Improving our documentation and support.pagerduty.com by adding to our processes and documentation with your own suggestions and efficienciesRunning some billing and sales related requestsLeading tickets from high priority customers on an on-call basisSkills and Qualifications:Excellent written communication, work ethic and attention to details skillsExperience handling customer issues through a ticketing solutions (such as Zendesk)Hands on experience in a technical customer support capacity, supporting customers using an Enterprise Software or SaaS SolutionPrior experience taking calls directly from customers in a technical support capacityBe willing to work specific hours to provide SLA time-based coverage to our customers (for example 8 am - 5 pm, 9 am - 6 pm)The ability to write about technical subjects clearly.The enthusiasm and perseverance to handle customer support and billing requests over the phoneBonus: any technical experience with coding, Linux, desktop support or HTML