Job Description

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 website issues is essential.
• Experience using a web browser console log during the debugging process is expected.
• An adequate understanding of computer networks is important.
• Familiarity with the differences between HTTPS and HTTP is required.
• Knowledge of public IP addresses and domain names is essential.
• An understanding of firewalls is necessary.
• Familiarity with proxy servers is also required.
• A foundational understanding of Single Sign-On (SSO) is preferable.
• Basic familiarity with XML and JSON formats is advantageous.

Minimum Technical and Work Environment Requirements:

• Internet Connection:
• A primary internet connection with a minimum speed of 15 Mbps
• A backup internet connection with a minimum speed of 10 Mbps
• The backup connection must support work during power outages.

• Primary Device:
• A desktop or laptop featuring at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM

• Backup Device:
• This device must meet or exceed the performance of an Intel Core i3 processor.
• It must remain operational during power interruptions.

• Peripherals and Workspace:
• A functioning webcam
• A noise-canceling USB headset
• A quiet, dedicated home office space
• A smartphone for communication and verification purposes.

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.