Associate Customer Support Engineer

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Requirements:

• Experience supporting enterprise customers in a technical support role.
• Strong problem-solving and critical thinking skills.
• Excellent written and verbal communication abilities.
• Familiarity with standard desktop applications, SAML, APIs, and SaaS products.
• Basic understanding of cybersecurity concepts.

Responsibilities:

• Provide prompt and efficient technical assistance to customers through various communication channels.
• Monitor work queues to maintain balanced workloads and achieve turnaround standards.
• Troubleshoot and resolve customer issues, and provide guidance on product usage.
• Document customer interactions in the ticketing system, detailing inquiries and resolutions.
• Create knowledge base articles from customer trends and collaborate with internal teams for complex issues.
• Partner with Customer Success Managers to enhance customer service.