Appficiency Inc.

SharePoint Product Support Engineer

Appficiency Inc.

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • 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

Requirements

  • 3+ years in technical support or help desk experience, preferably at a SaaS company
  • Degree in computer science/engineering, or equivalent work experience
  • Creative troubleshooter, with an analytical approach to problem solving
  • Strong written and verbal communication skills, highly organized and capable of multitasking
  • Self-motivated and can work autonomously in a high-speed environment
  • An owner’s mindset - you don’t shy away from the hard stuff
  • 2+ years experience in Microsoft 365 - understand the admin side
  • 2+ years experience in NetSuite
  • Previously worked with third party platform and marketplaces
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporthelp deskMicrosoft 365NetSuitetroubleshootingproblem solvingticket managementSLA managementknowledge base creationbug testing
Soft skills
written communicationverbal communicationorganizational skillsmultitaskingself-motivatedautonomous workanalytical thinkingcustomer advocacycollaborationcreativity