Appficiency Inc.

Support Engineer

• Play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products
• Work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience
• Help customers maximize the value of their NS systems
• Address and resolve customer issues promptly and effectively as an escalation point for customer support and CSA's
• Gather customer feedback to improve the products or service and enhance the overall customer experience
• Respond to ticket and support requests for all customers and help manage the ticket to its resolution within defined SLA's
• Work with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
• Maintain accurate records of customer tickets, and solutions, and report on key metrics for ticket response times and ticket trends
• Create and edit existing knowledge base articles and video content
• Represent customer needs and interests within the company to drive product roadmap and service improvements
• Test Bug resolutions and Change requests for the customers to ensure they meet their needs

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