Appficiency Inc.

Support Engineer

• Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's
• Gathering customer feedback to improve the products or service and enhance the overall customer experience
• Create and send CSAT reports for their own customers
• Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's.
• Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
• Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends
• Creating and editing existing knowledge base articles and video content
• Representing customer needs and interests within the company to drive product roadmap and service improvements
• Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed.

Product Support Engineer