Mar 29, 2023
Technically speaking, you are already a level 2 or level 3 tech support engineer. Using a variety of training techniques, we will use your well-honed technical assistance skills to get you up to speed on our procedures, equipment, and technology.
Responding to customer-initiated interactions such as phone calls and emails (one-on-one communication).
Identifying software bugs and feature requests, and coordinating with the relevant team for handling.
Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members.
Taking a high-touch approach to support, encouraging frequent interaction with customers, and working with them to a full resolution of any issues.
You have excellent written and verbal communication skills and have real-world experience deploying those skills.
You bring a top-notch customer demeanor, including patience, understanding, and empathy.
You can learn a process and then add to that process. For example, you can learn to use our knowledge base and playbook articles and then contribute to making them better.
You are known for being smart and getting things done. When you take on a project, your team knows you will handle it effectively and efficiently.
You have a general understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: web applications, networking, internet communication protocols, APIs and/or programming languages, file integration tools and platforms (e.g., AWS, SharePoint, Zapier), and single sign-on tools (e.g., LDAP, Azure AD, Okta)