Technical Support Engineer
New
F
FirstupSaaS / Employee Experience
Remote - USFull-TimeMiddle
Salary55,000 - 70,000 USD per year
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Job Details
- Experience
- Three or more years
- Required Skills
- SQLHTMLCSSJavascriptMicrosoft DynamicsSalesforceRESTful APIsSaaSCustomer support
Requirements
- Bachelor’s degree in Information Technology or a similar field, or commensurate professional experience.
- Three or more years of customer service experience.
- Exceptional problem-solving skills and ability to navigate challenging situations professionally.
- Solid written and verbal communication skills with the ability to interact with all levels of staff.
- Excellent organizational skills with the ability to prioritize, manage, and multi-task.
- Demonstrated experience in one or more of: SQL, HTML, JavaScript, CSS, XML, Email Deliverability, Salesforce, Microsoft Dynamics CRM, or APIs.
- Experience working directly with customers.
Responsibilities
- Become a product expert and operate as a subject matter expert in at least one product area.
- Proactively manage and respond to support tickets while meeting individual case management and SLA goals.
- Understand, interpret, reproduce, and diagnose customer problems, performing root cause analysis.
- Configure customer systems to meet requirements.
- Teach solutions to customers and communicate clearly in written and verbal forms.
- Maintain accurate and timely records in the case tracking system.
- Collaborate with other departments to resolve product issues and escalate as necessary.
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