Associate Support Engineer
nCloud Integrators
AWSCloudEC2LinuxUnix
Technical Support Engineer II
Clari
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM
- Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis
- Actively manage client support cases on a daily basis
- Respond to client-reported issues in a timely manner and/or per service level agreements
- Develop and maintain product expertise, including best practices to provide value to customers
- Author and maintain internal and external product knowledge base articles
- Build strong cross-functional relationship
- May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
Requirements
- 2-4 years of prior experience in Technical Support
- Passion for delivering outstanding customer experience
- Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
- A natural investigator who can demonstrate analysis, problem-solving and troubleshooting skills
- Detailed, organized and results-oriented, with a strong level of attention to detail
- Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
- Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
- Bonus to have professional programming/scripting experience, experience with Microsoft Exchange, and/or configuring SSO
- Good to have knowledge on Postman, JSON
- This position requires the flexibility to work a shift schedule, including evenings, weekends, and/or overnight shifts
Benefits
- Flexible working hours and hybrid work opportunities
- Life and accidental coverage
- Mental health support provided by Modern Health
- 100% paid parental leave
- Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays
- Focus on culture: Charitable giving match, plus in-person and virtual events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical Supporttroubleshootingproblem-solvinganalysisprogrammingscriptingMicrosoft ExchangeSSOPostmanJSON
Soft skills
customer experiencecommunicationempathyattention to detailorganizationprioritizationmulti-taskingteam playerprofessionalismdedication
