Support Engineer I

Cleo (US)

15d•$55,000 - $65,000

About The Position

The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.

Requirements

Bachelor’s Degree or 1+ years of Technical Support work experience
Customer Service Experience
General Operating System Knowledge
General Networking knowledge
General Software Knowledge (Installation, Configuration, Migration, Removal)
Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)

Responsibilities

Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service.
Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
Provide appropriate, relevant verbal and written content to customers.

Benefits

Great Healthcare + Dental + Vision
Flexible PTO
Culture of support, encouraging Life-Work balance
401k match
FSA and HSA options
Employee Assistance Program
Paid Parental Leave
Representing a company with 4,000+ clients and a 99% retention rate
Accelerated title and salary growth potential
A fun and energetic work environment that makes you excited to go to work every day