First Due

Support Engineer II

First Due

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Answer and respond to incoming customer phone calls, emails, or portal tickets
  • Provide professional and helpful technical support to customers via phone, chat, and tickets
  • Meet corporate SLAs
  • Prioritize and manage multiple open tasks at one time
  • Identify scope and priority of items under review
  • Utilize available resources to resolve customer issues
  • Logically troubleshoot, resolve, and document technical issues related to our software products
  • Collaborate with cross-functional teams to deliver timely resolution of customer issues
  • Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
  • Stay updated on product features and updates to provide accurate and timely support to clients
  • Continuously improve and optimize our technical support documentations, processes, and procedures
  • Facilitate internal and client facing meetings
  • Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles

Requirements

  • 3-5 years of product support and customer service experience
  • Experience in both voice and non-voice support
  • Experience in SaaS software product support
  • Excellent interpersonal, communication and collaboration skills
  • Experience working on CRM tools & suites like Zoho and Salesforce
  • Experience with MS SQL is preferred
  • Experience with public safety software is helpful but not required
  • Strong technical and problem-solving skills
  • Ability to articulate simple or complex problems
  • Ability to work independently or as part of a team
  • Strong analytical and organizational skills
  • Demonstrated telephone etiquette
Benefits
  • Competitive pay
  • Medical, dental, and vision coverage
  • FSA/HSA
  • 401(k)
  • Flexible PTO
  • Fully remote workplace
  • Technology stipend
  • Opportunities for advancement
  • Other benefits and perks that sets our team apart
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supporttroubleshootingproblem-solvingroot-cause analysisSaaS software supportMS SQLcase reductiondocumentationanalytical skillsorganizational skills
Soft Skills
interpersonal skillscommunication skillscollaboration skillstelephone etiquetteability to work independentlyability to work in a teamprioritizationtime managementcustomer serviceadaptability