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Customer Support Engineer

Posted about 22 hours agoViewed

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💎 Seniority level: Senior

📍 Location: United States, PST, NOT STATED

💸 Salary: 95000.0 - 120000.0 USD per year

🔍 Industry: Experience-based businesses software

🏢 Company: Momence👥 51-100💰 Pre-seed over 4 years agoInternetE-CommerceBusiness DevelopmentInformation Technology

🗣️ Languages: English

🪄 Skills: SQLAnalytical SkillsDocumentationTroubleshootingTechnical supportCustomer support

Requirements:
  • Experience in a technical customer support role.
  • Solid technical background with proficiency in troubleshooting software and hardware issues.
  • SQL experience sufficient for querying and analyzing databases, with comfort in intermediate functions.
  • Excellent verbal and written communication skills to explain technical concepts to varied audiences.
  • Strong problem-solving and analytical abilities, with keen attention to detail.
  • Experience using customer support software or ticketing systems like Zendesk or Salesforce Service Cloud.
  • Ability to work in a fast-paced environment while multitasking and prioritizing effectively.
  • Empathy and patience in supporting customers.
  • Proven experience mentoring and supporting junior team members.
  • Flexibility for after-hours and weekend support when required.
Responsibilities:
  • Handle technically challenging tickets escalated from non-technical support teams.
  • Utilize internal tools to investigate and identify resolutions to customer issues.
  • Distinguish between bugs, incidents, product feedback, and UX improvements.
  • Provide accurate tailored solutions, proactive feedback, and feature requests to engineering teams.
  • Ensure clear communications with customers and stakeholders, maintaining timeliness and quality.
  • Identify and remedy common customer issues through a data-driven approach.
  • Mentor junior customer support members and promote knowledge-sharing.
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