Redgate Software

Specializing in end-to-end database DevOps for over 24 years, Redgate makes ingeniously simple software.

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Customer Support Specialist

Sorry, this job was removed at 2:12 p.m. (PST) on Wednesday, November 7, 2018

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Redgate is looking for an enthusiastic Customer Support Specialist to help provide excellent customer support across the range of Redgate products for a global customer base.

At Redgate we really care about our customers and want them to have the best experience possible when using our products. When customers get in touch you’ll be their first point of call, so we’re looking for someone who’s as passionate about helping them out as we are. You need to thrive on solving problems for customers every day, always aiming to deliver a great customer experience.

Together with the rest of the team you’ll help manage Redgate’s support call queue, ensuring tickets are prioritized and resolved for customers as quickly as possible. You’ll work on the 1^st line support tickets, using email, phone and chat to communicate with the customers. Tickets are varied, and no two days are the same, you’ll be mostly helping customers with their licensing issues and also helping them with their installation questions. When a more technical solution is needed, you’ll escalate to an engineer in the team to get it resolved.

The Support team is always looking to innovate the way they work which means that alongside solving tickets, you’ll often be involved in projects to help improve customer experience or the way the team works.

Our culture will challenge you to quickly develop personally and professionally. We’ll equip you with all the training, tools, and ongoing support you need to be successful, and give you the freedom and flexibility to excel at what you do.

What does it take to be our next Customer Support Specialist?

You have experience working in a customer service role and a passion for delivering a great customer experience
You have excellent organizational skills and the ability to multitask
You love problem solving and enjoy facing new challenges
You’ve got a genuine interest in software and technology and you’re able to communicate technical ideas verbally and in writing

What would really help?

An Associate degree in a related field or equivalent experience
Experience working as part of a help desk or service desk team would be a significant advantage
Experience in creating web content in a professional environment would be useful

What’s the package?

Award winning culture
Competitive salary plus an extensive benefits package, including:
- 20 days of paid vacation, plus federal holidays
- 401(k)
- Health, dental, and vision insurance
- A relaxed and professional environment
You’ll work about 40 hours a week, Monday to Friday, with flexible work time. Some weekend work may be required as the role evolves.

You must have the right to live and work in the United States to apply for this role.

Redgate Software Inc. is an Equal Opportunity Employer.

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Lucy Boyes

Internal Communications Manager

VISIBILITY AND SUPPORT

Fostering inclusion through daily practices

“As one of Redgate’s senior communicators and one of a small number of transgender employees, I field questions or concerns that coworkers might not be comfortable bringing to someone else,” Lucy Boyes said. “It never stops being an honor.” Beyond individual connections, Boyes has been able to support changes around trans inclusion and visibility by incorporating gender-neutral bathrooms in Redgate’s new headquarters and building a culture of inclusivity through the practice of sharing pronouns. “I’m grateful to demonstrate that Redgate is a safe place to be gender-nonconforming,” they said.

I care deeply about making the workplace a better environment for the humans who do the work, including creating a culture where everyone is free to bring their entire selves to work if they choose.

Cathy Culpepper

ISR/SDR Manager

CONNECTION AND INSPIRATION

Creating new seats at the table

When Cathy Culpepper began her career, she found herself excluded from conversations and decisions based on her gender or race. That experience has informed how she shows up for her Redgate colleagues today. “It’s important to be the person in the room who advocates for a more accepting and welcoming future for all,” she said. One part of building that future is creating mentorship pathways to support growth. According to Culpepper, “If we aren’t hiring diverse team members, we don’t have the ability to promote and create mentors to whom future team members can look up.”

There are many benefits to diverse teams — more creative problem solving, more empathy toward peers and customers and a positive impact on revenue. I see all of these qualities on my team.

Josh Byus

Customer Success Manager

INFINITE POSSIBILITY

Finding purpose in supporting diversity

Every day, Josh Byus strives to fulfill his personal philosophy: “Infinite diversity in infinite combinations.” Star Trek fans may recognize the quote — the foundation of Vulcan belief in the beauty and possibility of celebrating difference. And according to Byus, Redgate found a way to do exactly that at the recent Level Up internal conference by highlighting a panel of some of the newest and youngest Redgaters. “They came from different cultures and locations around the world,” he said. “Their presentation offered new ideas to tangibly lift up those climbing ahead in their careers.”

Diverse people coming together to create a sense of purpose, belonging and constructively challenging each other through our differences helps me find value and growth in the work that I do.