We are looking for a qualified Customer Support Engineer to serve as a frontline representative by addressing inquiries and resolving technical issues. In this role, you will assist customers with product concerns and provide guidance to clients encountering technical challenges. If you possess a proactive attitude, problem-solving skills, a fundamental technical background, and exceptional communication abilities, we invite you to engage with us. The Support Team delivers assistance not only to external customers but also to internal staff around the clock.
Key Responsibilities
- Managing a significant volume of incoming support tickets.
- Providing assistance in response to product inquiries.
- Receiving and addressing technical requests.
- Triage tickets to the appropriate Level 2 teams.
- Adhering to established communication procedures, guidelines, and policies.
- Delivering accurate, valid, and comprehensive information utilizing appropriate methods/tools.
- Building sustainable relationships and trust with customers through transparent communication.
- Addressing customer complaints, offering suitable solutions and alternatives within specified timeframes; ensuring follow-up to confirm resolution.
- Maintaining records of customer interactions, processing customer accounts, and organizing documents.
- Going above and beyond to engage with customers.
- Performing additional duties or assignments as directed by the Team Manager.
Requirements
- A degree in Computer Science or a related field, or equivalent work experience, is preferred.
- Strong verbal and written communication skills are essential for effective and precise communication in English.
- The ability to convey information clearly and understandably to both technical and non-technical audiences is required.
- Basic knowledge of Key Performance Indicators (KPIs) and metrics is necessary.
- Attention to detail is crucial for success in this role.
- Flexibility in work scheduling to meet business requirements is expected.
- The candidate must possess technical and diagnostic skills, as well as the analytical aptitude to identify and resolve complex issues, alongside foundational mechanical skills.
- A fundamental understanding of frameworks such as Agile, ITIL, and COBIT is beneficial.
- Proficiency with ticketing systems, including Zendesk, Jira, and Salesforce, is required.
- Familiarity with Confluence for maintaining a Support knowledge base is essential, as well as documentation skills.
- Moderate proficiency in Salesforce is needed to search for details and perform occasional basic editing.
- Basic knowledge of HubSpot is required.
- A solid understanding of web page development (HTML, CSS, JavaScript) is necessary.
- Knowledge of standard debugging techniques for websit