Technical Support Engineer

Firstup

4d•$55,000 - $70,000•Remote

About The Position

The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities.

Requirements

Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
Three or more years of customer service experience.
Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff.
Ability to communicate effectively with customers.
Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs.

Nice To Haves

You should have an IT related degree, several years of professional experience, and a passion for solving problems.
Familiarity with SaaS solutions is preferred.
Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.

Responsibilities

Become an expert in the product.
Proactively manage and respond to support tickets.
Understand, interpret, reproduce, and diagnose customer problems.
Perform Root cause Analysis.
Teach solutions to customers.
Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.
Configure customer systems to meet requirements.
Meet individual case management and SLA Goals.
Operate as a subject matter expert in at least one product area.