Customer Service Representative

Location: Seattle, WA

DocuSign, the leading On-demand Electronic Signature company, is seeking an experienced
Customer Service Representative with a desire to unleash their entrepreneurial spirit to build a world class customer support organization. The successful candidate will have a demonstrated passion for providing exceptional customer service and will always be seeking for ways to improve our customers’ electronic signing experience.

You will participate in the creation of the vision, direction, and culture of the customer service team by working toward individual and team performance expectations and goals. As part of our passionate and self-motivated team, you will:

  • Provide exceptional technical support for our web-based applications and associated services
  • Utilize support tools and resources necessary to get the job done, including e-mail,chat, and telephone
  • Proactively identify improvements that can be made to provide enhanced ease-of-use and functionality
  • Create and deliver product training to prospects, customers and fellow employees

DocuSign is obsessed with performance and you will therefore help establish key customer support metrics and work toward effective business goals, strategies and processes to meet and exceed those metrics. You will be the internal voice for our customer base and have both the accountability and the responsibility drive DocuSign to deliver on our customers needs. You will have a strong desire to achieve high customer satisfaction and higher customer loyalty targets. You will be the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries. The scope of your role ranges from helping the smallest of customers to the largest Fortune 100 customers. If you always wanted to build a world class customer support organization the right way, this is your once in a lifetime opportunity to do so.

Requisite skills:
  • A passion for taking care of customers.
  • A willingness to be flexible.
  • A work ethic based on dedication to the company and its mission.
  • An eagerness to learn a new business and work their way up.
  • Self-motivation and goal-orientation.
  • Persuasive sales skills.
  • Excellent communication skills.
  • Leadership ability
  • Excellent ability to solve customer service issues
  • Ability to effectively and efficiently complete difficult goals or assignments
  • Ability to perform ambiguous tasks without guidance and support
  • Ability to work in a collegial fashion with peers in other organizational units
  • Can adapt well to changing circumstances, direction, and strategy
  • Is able to suggest actions without having all the information

Communication Skills:
  • Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community
  • Demonstrated people skills
  • Demonstrated ability to apply knowledge to specific communications to both internal and external audiences
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
  • Ability to review policy process via computer-based database as necessary to provide
  • Excellent documentation skills

Technical Skills:
  • Experience developing requirements for customer support CRM software. Experience
    using Salesforce.com a plus
  • Expert in generating support reports using CRM systems, Excel and PowerPoint.
  • General understanding of internet technologies
  • Good understanding of desktop operating systems including Microsoft Windows 2000,
    Windows XP, and Apple OS 10
  • Experience as a technical helpdesk support representative in a small or medium-sized business a definite plus.

Candidate Qualifications:
  • Bachelor’s degree or higher in a relevant field, plus 2 or more years experience in general customer support, or 1 year as a technical helpdesk support rep

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Company Overview:

DocuSign is the world's most trusted web based on-demand electronic signature service. DocuSign is faster, easier to use, and more easily integrated into corporate applications and workflow processes than any other product on the market. DocuSign’s advanced electronic signature solution ensures a legally-binding, non-repudiable signing process regardless of industry, application, workflow process or transaction volume.

To Apply:

Send Word or PDF copy of resume to: hr@docusign.com. Include position title in the email Subject line.

DocuSign will promptly review your submission. All applications are kept in strictest confidence.


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