Customer Service - Order Fulfillment

Fortanix is a dynamic start-up solving some of the world’s most demanding data protection challenges for companies and governments around the world. Our disruptive technology maintains data privacy across its entire lifecycle -- at rest, in motion, and in use across any enterprise IT infrastructure -- public cloud, on-premises, hybrid cloud, and SaaS.

This position requires a mixture of excellent project management, problem solving and customer service skills. The ideal candidate will be comfortable interacting with customers at all levels, working with Fortanix engineering, sales and finance teams and driving internal process improvements.

Responsibilities

• Provide customer service, customer setup, and onboarding
• Handle customer service tickets to ensure requests are recorded, tracked, and resolved in a timely manner
• Review purchase order and quote, responsible for order fulfillment and RMA process, execute international and domestic shipping
• Provision SaaS account
• Create documentation to standardize processes
• Build a positive customer experience by working closely with Sales, Marketing, Product Development and Customer Success
• Provide on-call after-hours support on an as-needed basis

You are someone who:

• Pays attention to detail
• Is extremely responsive and able to get back to customers in minutes in most cases
• Can work independently, while also being an effective member of a team
• Knows how to collect, create, and track support tickets
• Keeps a track of new requests coming from customers
• Stay current with the latest tools and methodologies

You have:

• Hands-on 5+ years of recent Customer Service experience preferable in hi-tech
• BS in Engineer, Finance or equivalent
• Knowledge of Incoterms, logistic experience including international shipping
• Nice to have order fulfillment and RMA experience
• Proficient in Excel with basic Skills, manipulate, analyze, and visualize data through formulas, PivotTables
• Excellent English language communication skills, both verbal and written
• Highly organized with an acute attention for details
• Ability to work in a highly fast paced, rapid growth environment

·  Top range of market compensation

·  A friendly culture that brings the best out of everybody

·  Mediclaim Insurance – Employees and their eligible dependents including dental coverage

·  Personal Accident Insurance

·  Internet Reimbursement