Technical Support Engineer I
Progress
full-time
Posted on:
Location Type: Hybrid
Location: San José • 🇨🇷 Costa Rica
Visit company websiteJob Level
Junior
Tech Stack
DNSJavaScriptPHPPython
About the role
- Answer incoming customer support requests in a fast-paced environment and assist customers with product-related queries.
- Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
- Provide best practices on application features, determining the customer's configuration opportunities and needs.
- Work on issues that range from answering product questions to providing basic to intermediate technical support.
- Maintain detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately.
- Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist.
- Contribute to maintaining the current information across multiple platforms and content channels.
- Support the ShareFile product and help customers deliver secure, easy-to-use document and client-facing workflows.
- Work Monday-Friday 9a-6pm CR time and coordinate with Belen Costa Rica office as required.
Requirements
- Bachelor's Degree or equivalent experience preferred.
- 1-2 years in a Technical Support role within the technical service industry.
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
- Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
- Case Management experience.
- Proficient verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective technical measures.
- English proficiency is required.
- Ability to de-escalate customers in challenging circumstances.
- Ability to think critically, troubleshoot, and solve problems.
- Familiar with a data-driven, metrics-oriented environment.
- History of meeting or exceeding operational targets.
- Has a keen interest in Software-as-a-Service (SaaS).
- Has a Growth Mindset!
- Additionally beneficial: Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
- Additionally beneficial: Basic knowledge of load balancing technologies (NetScaler preferred).
- Additionally beneficial: Basic knowledge of JavaScript, Python, and PHP, API calls.
- Additionally beneficial: Basic knowledge of conditional calculations.
- Additionally beneficial: Basic knowledge of troubleshooting web applications and SSO setup issues.
- Additionally beneficial: Basic knowledge about Security Certificates.
- Schedule: Monday-Friday 9a-6pm CR time.
Benefits
- Health insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).
- Life and disability insurance for our employees.
- Competitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
- Besides your legal vacation days, you will received a paid day off for your birthday, and company holidays.
- A variety of leave plans, including additional paid time off and other leaves.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportPC troubleshootingnetworkingweb browsersJavaScriptPythonPHPAPI callsconditional calculationsload balancing technologies
Soft skills
verbal communicationwritten communicationcritical thinkingproblem solvingcustomer de-escalationlisteningassessmentteam collaborationgrowth mindsetmetrics-oriented
Certifications
Bachelor's Degree