Tech Support Engineer
Our support agents have their finger on the pulse of customer’s issues and intimate knowledge of pain points, bugs and inefficiencies. With this knowledge, they help guide product development and enhancement.
- Answer technical support requests via email, chat, and phone
- Help guide customers through the setup process
- Collaborate with our engineering team to solve more complex issues
- Identify, document and follow up with engineers on product bugs and features
- Update knowledge base and troubleshooting documentation for internal and customer use
- Act as a liaison between engineering, customer success and sales on technical issues affecting our customers
Main requirements
- Fluent in English
- Excellent written and verbal communication skills
- Previous experience in a client-facing technical role for a product business
- Strong problem-solving, decision-making, and critical-thinking skills
- Ability to make sense of something complex and explain it in plain English
- Professional, courteous and committed to provide amazing customer support
- Open-minded, positive and keen to learn
- Great attitude, team player
- Willing to work flexible hours
- Keen to mentor and help train junior team members
- College degree
Nice to have
- Degree in a technical subject
- Knowledge of IP Telephony
- Experience diagnosing QoS issues
- Experience with call center technology such as IVRs
Perks
New MacBook Kindle, funding to attend/speak at conferences, flexibility to take time off when necessary, work from anywhere, open vacation policy, free lunch, caffeine and snacks.
June 9, 2014
• Posted in: Technology
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