We are looking for an individual who loves to help, troubleshoot, and seek out opportunities for improvement. In the Support Engineer position, you will be directly in touch with our customers, which range from small to large businesses. You will be helping our customers to get the best experience possible out of our software solutions.
Applicants must be eligible to work and currently live in the Western United States.
Duties and Responsibilities
• Take ownership to timely resolution of customer inquiries
• Investigate and troubleshoot customer inquiries
• Assist customers to solutions in a timely manner
• Testing product/software change requests
• Develop and maintain product documentation
• Develop training materials, how to guides, solution articles, etc. to support product end users
• Operate as a subject matter expert on our software products
• Provide feedback and feature suggestions to improve overall usability of our software products
• Continuous monitoring of systems utilized
• Provide excellent customer support
• Communicate in a clear and professional manner both internally and externally
• Utilize technical documentation to investigate and resolve problems
• Actively look for ways to improve and help customers.
Requirements
• High School Diploma or equivalent
• Minimum of 6 months experience in SaaS product based customer service role
• Must live in the Western United States
Skills and Qualifications
• Self starter mindset
• Problem solving mentality
• Excellent communication skills (oral and written)
• Fluency in the English language, including the meaning and spelling of words, rules of composition, and grammar
• Able to thrive in a remote working environment including work time, communication both internally and externally, tracking hours, and following procedures
All your information will be kept confidential according to EEO guidelines.