Software Support Engineer

SupportFinity

Date: 2 weeks ago

City: Remote

Contract type: Full time

Remote

We are seeking a motivated and technically proficient individual to join our team as a Technical Support Engineer. This position is ideal for candidates with a strong coding background and a passion for solving software-related issues. As a Technical Support Engineer, you will be responsible for providing exceptional customer support through our ticketing system, addressing inquiries, resolving technical issues, and ensuring customer satisfaction. The position requires the ability to work night shifts.

Responsibilities
————————

Ticket Resolution

Respond promptly and effectively to customer queries and issues submitted through the ticketing system.

Diagnose and troubleshoot software-related problems reported by customers.

Customer Communication

Communicate technical solutions in a clear and understandable manner to customers.

Provide regular updates to customers on the status of their reported issues.

Training

Conduct training sessions for customers to enhance their understanding of the software.

Create and maintain documentation to assist customers in troubleshooting common issues.

Collaboration

Work closely with the development team to escalate and prioritize unresolved issues.

Provide feedback to the development team for improving the software based on customer experiences.

Customer Satisfaction

Strive to exceed customer expectations and ensure their satisfaction with our software.

Gather customer feedback and contribute to the continuous improvement of our products.

Requirements
——————-

Bachelor's degree in Computer Science, Software engineering, or a related field.

1-2 years of experience in this field.

Ability to cover night shifts

Proficiency in coding (Javascript).

Previous experience with ticketing systems (Zendesk, Help desk, Zoho desk)

Familiratiy with AWS is a plus

Excellent written and verbal communication skills.

Strong problem-solving skills and the ability to think critically.

Patience and empathy in dealing with customer inquiries and issues.

Ability to work collaboratively with cross-functional teams.

Ability to join immediately.

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