Technical Support Specialist

Auvik Networks

8h•Remote

About The Position

Rule #1 of the Auvik Way: Wow our customers! As a key part of Auvik’s technical support team, your focus will be on helping the users of our network management software to be as productive and happy as possible. Drawing on your technical aptitude and strong people skills, you’ll work closely with our engineering, partner success and sales teams to answer questions, solve problems, clear roadblocks, and build positive relationships with our customers.

Requirements

Knowledge of basic networking concepts (Routing, Switching & Firewalling)
Strong technical aptitude and ability to learn quickly
A self-starter that works well in a team environment
A people person, with a friendly and positive manner
Great communication skills, both verbally and in writing
Good analytical and problem-solving skills
Grace under pressure, with soft-skills experience
Experience with technical, product support
Ability to multitask, prioritize, and manage time effectively

Nice To Haves

Prior experience supporting client facing technical support
Basic knowledge of Linux, including scripting with Python / BASH
Basic understanding of relational databases (SQL)
Experience using Slack, Zendesk, and JIRA
Experience with configuration of networking hardware (Cisco, Fortinet, SonicWall, …)

Responsibilities

Provide useful, accurate and friendly technical support to Auvik customers by chat, email, web & phone and other channels as required
Help customers by clearly identifying problems, researching answers, and guiding them through corrective steps
Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement
Document new or updated support information in knowledge base articles
Effectively manage large numbers of incoming customer requests
Work to keep customer churn at zero by consistently providing an outstanding customer experience