Customer Support Engineer

This a remote position that will provide the highest level of customer support to all customers and users. Oversee and maintain client deployments, resolving technical issues concerning customer and user accounts or infrastructure, and diagnosing issues and solving problems.

• Embody high standards of teamwork and professionalism by actively working with other members of theCustomer Support Team.
  
• Write end-user articles and/or record videos to be published to the Support Portal (or assist others with this work).
  
• Assist management in creating training materials pertaining to troubleshooting and usage.
  
• Attend video meetings with clients to analyze, troubleshoot, and diagnose system problems.
  
• Respond to customer inquiries and support tickets to troubleshoot and resolve challenges.
  
• Act as the initial point of contact for all related concerns from clients or other users.
  
• Monitor Support Portal tickets and Support email account.
  
• Assign support tickets and/or support emails to other members of Customer Support Team (or other teams) and follow up to make sure issues are resolved.
  

• Embodies and demonstrates our motto and core values: Self-Starter, Innovative, Learner, Customer-Focused, Team Player.
  
• Excellent oral and written communication skills. Proficient in M365, HubSpot, and virtual- meeting applications. Adept at quickly mastering new systems and technology.
  
• Excited about the energy and flexibility of working at a smaller, fast-growing, technology company
  
• Able to function professionally in a work-from-home environment
  
• Able to develop rapport, positively influence others, and maintain strong working relationships
  
• Detail-oriented, organized, motivated, meticulous, practical, and flexible. Able to handle multiple and shifting priorities effectively, and maintain professional composure.
  
• Comfortable working in, and assisting others through, company help-desk software, such as Freshdesk, in addition to other remote-access desktop programs.
  
• Ability to read, analyze, and interpret general business instructions and technical procedures.
  
• Ability to write reports, business correspondence, and procedure manuals.
  
• Able to work in a fast-paced, high energy, and team-oriented environment. Able to produce high-quality work under pressure and within tight deadlines.
  
• Excellent interpersonal skills; able to develop relationships with coworkers, business partners, and colleagues. Builds trust, honors commitments, and treats all with respect. Uses those skills to accomplish tasks accurately and on-deadline.
  
• Possess excellent customer service skills and follow-through, while simultaneously accepting constructive criticism and customer feedback.
  
• Able to work both independently and as part of a team. Able to resolve issues, manage conflict, exercise good judgment, and be a creative problem-solver.
  
• At least a 2-year degree in information science, computer science, or related field
  
• Relevant work experience may be considered in lieu of education requirement.
  
• At least 3-5 years of proven experience in a heavy-customer-focus position involving technical knowledge of a company s products and services
  
• Experience working in a tech-enabled service environment is a plus.