Incident Manager  

About Us

Backed by Haworth, Bluescape is an infinite, collaborative workspace designed to accelerate decision-making by enabling anyone to create, communicate, visualize, organize, and strategize virtually anything, anywhere, anytime.

Our company culture represents an intermix between passion for technology and rock star output and appreciation for a balanced and healthy lifestyle.

We are currently working from home until further notice, but our office is located right in the heart of the peninsula, minutes away from the freeway and restaurants. Our office is beautiful, snacks are plentiful, and innovation is in the air. We're all entrepreneurs here no matter what role you are in, so if you want a hands-on, fast-paced environment to learn and thrive in, we'd love to hear from you

About the Role

At Bluescape, we consider Customer Experience essential to our success. We have a variety of companies that rely on Bluescape for collaboration on important projects, and we want to provide them with the best service possible. Our Customer Support team's top priority is to make our customers successful and ensure that their experience using Bluescape is a pleasant and productive one.

This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping Bluescape's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights to test new features before release to help us build the best possible product for our customers.

Responsibilities

• Ability to lead technical resources during a period of high stress due to a critical incident to ensure the timely resolution of incidents and problems within Bluescape environments.
• Act as an escalation point for various support teams, the customer and external parties for issues to drive incident resolution. Lead calls between internal teams, business and stakeholders to communicate status of the recovery effort and confirm service restoration throughout the incident life cycle ensuring service delivery and SLA compliance.
• Participate and represent Technical support team in Incident Management calls affecting single or multi-customers.
• Assesses impact and progress during major and minor incidents that affect single or multi-tenant to ensure escalation is timely and appropriate.
• Keeping detailed logs of incidents and keeping updated information in incident management log for documentation and future use to drive improvements.
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management.
• Plan for possible impact to customers and ensure Tech Support is prepared to staff to handle volume of calls on scheduled and unscheduled system maintenance including events.
• Develop policies and procedures by which technical support teams will operate. These processes will be applied to help in such areas as effective incident reporting, management and escalation.
• Contributes to evolving and maturing the incident management process so it integrates with other processes, problem management, change management, and tools.
• May need to facilitate regular meetings with customers, the business and incident management stakeholders to prioritize and resolve important incident related issues.
• Leverage incident management best practices and process frameworks, such as, ITIL methodology, to drive continual process improvement.
• Able to maintain composed in high-pressure situations

Skills and Requirements

• Develop and maintain a detailed understanding of Bluescape's products and technology.
• Troubleshoot, diagnose, and resolve customer issues submitted via Web Form, Email, Chat, and Phone
• Effectively address customer inquiries in a considerate, accurate, and timely manner.
• Identify, reproduce, and document bugs for our engineering teams.
• Review existing documentation and actively test new features with each product release: Browser App, Windows App, Mobile Apps & Browsers, and Linux System.
• Juggle a variety of tasks and projects, tracking work that comes to you from several sources.
• Engage with team members and other departments remotely.
• Create documentation for support training and capturing complex troubleshooting scenarios.
• Effective at communicating with customers through email, chat, phone, and video conferencing services.
• Understand web-based applications and how to troubleshoot them.
• Able to explain technical problems succinctly and clearly.
• Keep detailed, clear records of all information related to your cases.
• Excellent written and verbal communication skills.
• You know when something is over your head and are not afraid to ask for help.
• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
• Experienced at troubleshooting Windows, Mac OS X, and Linux operating systems.
• Network troubleshooting skills for both standard users and corporate users.
• A/V Conference Room equipment troubleshooting skills.
• Capable of self-monitoring and staying on task without direct supervision.
• Minimum 2 years' experience in support, field services, or an IT related role.
• Bachelor’s degree or equivalent work experience
• Required work schedule: Monday – Friday, 5am – 2pm Pacific Time
• Remote applicants welcome to apply

Bonus Points

• Previous experience working with customer support for a SaaS company.
• You have experience working in a dynamic startup environment.
• Experience supporting software APIs.

Disclaimer

Bluescape is an equal opportunity employer. In keeping with the values of Haworth, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• A/V Conference Room equipment troubleshooting skills.
• Experienced at troubleshooting Windows, Mac OS X, and Linux operating systems.
• Review existing documentation and actively test new features with each product release: Browser App, Windows App, Mobile Apps & Browsers, and Linux System.
• Effectively address customer inquiries in a considerate, accurate, and timely manner.
• Troubleshoot, diagnose, and resolve customer issues submitted via Web Form, Email, Chat, and Phone.
• Minimum 2 years' experience in support, field services, or an IT related role.
• Required work schedule: Monday – Friday, 5am – 2pm Pacific Time