Appficiency Inc.

SharePoint Product Support Engineer

Appficiency Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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