customer service full time

Job Details

Description

We are looking for an experienced Tier-3 technical support engineer to join our NA support team. You will be expected to learn new products and technologies quickly and constantly; troubleshoot issues in demanding and complex development environments. You will be expected to manage customers’ escalated tickets, with a professional, can-do attitude, and help your teammates as necessary.

  • *Essential Duties and Responsibilities:**
  • *Description:**
  • Provide technical troubleshooting for incoming escalated tickets from our customers, including extensive troubleshooting and root cause assessment, and resolve or provide a workaround in a timely manner using the SalesForce ticketing system
  • Own and manage customer escalated tickets, from creation until resolution; proactively seek a solution/workaround by replicating the issue in your lab and communicating with engineering teams as necessary
  • Provide technical solutions and act as escalation focal point to... internal teams with complex issues they are handling in their dealing with our customers and potential customers
  • Conduct regular issue review meetings with key areas of development to ensure timely resolution for issues and communicate findings to customers
  • Maintain communication with clients on the status of all open requests. All responses should be professional, complete, well-formatted, and consistent with prior communications
  • Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings
  • Author and review online support materials (FAQ's, knowledge base articles); Provide in-depth internal training when needed

Requirements

Candidates are expected to have advanced skills/knowledge of the following technologies, along with the ability to quickly acquire new skills related to the role

  • Bachelor of Science degree in Computer Science or an Engineering discipline
  • 5+ years experience in technical support working with enterprise customers
  • Excellent written and spoken communication skills – a must
  • Experience working with, and troubleshooting issues on Windows OS; Linux – a plus
  • Experience installing and configuring IIS, MS SQL Server, SSL certificates
  • Common Networking/Internet Services (DHCP, DNS, Domain Registration, etc.)
  • Experience working with Virtualization Technologies (Hyper-V / VMware / AWS)
  • Knowledge of SCM, build management, and CI tools
  • LDAP / SAML knowledge – a plus
  • Strong Networking (Routing, Switching, Firewalls) - a plus
  • Background in software development - a plus

Location: Remote - Anywhere

Skills required for this job:

  • Engineering
  • AWS
  • Linux
  • SQL Server
  • .NET
  • Communication
  • SQL
  • Software development

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