Software Support Engineer 2
New
B
BoomiSoftware, AI
Location: India; Location: Remote - India (All Other), 5:30pm - 2:30am IST (8am - 5pm ET) (Monday - Friday)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-4 years of Software Support experience out of which 1-2 years customer facing experience mandatory.
- Required Skills
- Cloud ComputingJavaJavascriptGroovyReactLinuxTroubleshootingTechnical supportCustomer support
Requirements
- 2-4 years of Software Support experience, including 1-2 years of customer-facing experience.
- Ability to explain technical details to both technical and non-technical audiences.
- Basic knowledge of programming and scripting languages (Java, React, Groovy, JavaScript).
- Basic knowledge of Windows and Linux OS.
- Basic knowledge of cloud-based software applications (installation, administration, and troubleshooting).
- Ability to work an on-call rotation.
- Ability to work 5:30pm - 2:30am IST (8am - 5pm ET) Monday - Friday.
- Strong patience, empathy, and compassion.
- Passion for problem-solving, continuous learning, and staying up-to-date on new technology and trends.
Responsibilities
- Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team.
- Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to our products, including configuration and networking.
- Acknowledge customer’s concerns, empathizing and analyzing the information they’ve provided, and asking questions that refine your initial analysis.
- Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration is necessary.
- Collaborate with Product and Engineering teams providing customer feedback to help identify new features and functions.
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