Fuse Universal

Support Engineer

• You will be in a team responsible for owning client support requests and providing 1st class support to a global customer base.
• You will collaborate closely with others in cross-functional teams to provide solutions and deliver projects to external customers.
• You will work with developers and platform engineers to deliver day-to-day smooth operation and maintenance of the technology infrastructure systems and software.
• Proactively monitor systems and applications and provide input to improve the stability, security, efficiency, and scalability of the platform.
• You will assume responsibility for developing detailed knowledge about Fuse’s specific products and features
• You will be able ‘deep dive’ into the details of our extensive product offerings, and/or processes to resolve complex customer problems
• You need to be able to work independently, while knowing how/when to handle or escalate critical customer issues
• You will be managing incoming customer calls with an excellent attitude and great telephone etiquette
• You will need to act as the ‘Voice of the Customer’ by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• You will be assisting with customer communications and support during critical events
• You will be responsible for managing your own queues effectively by working and moving tickets to relevant departments and providing required follow-up.
• You will be responsible for maintaining acceptable performance metrics (SLAs and OKRs) such as quality, productivity, first contact resolution, and attendance
• Due to the 24x7 operations of the business, you must be able to work a flexible work schedule that will include nights, weekends, holidays, overtime, etc.
• You will be working in an environment that cares about you and supports your personal growth and success.

Technical Support Specialist