Associate Technical Support Engineer

Introduction

Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate and differentiated support so they can focus on doing what they do best.

You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.

Job Responsibilities

• Provide support for inbound inquiries through our different channels, web portal, email, phone and chat. 
• Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives. 
• Effectively prioritize and manage individual ticket queues. 
• Deliver on quarterly Objectives and Key Results that align with our business goals.
• Participate in client meetings where required 
• Advising our customers on the optimal use of the software according to the customer's requirements 

Knowledge and Experience

• You are genuine in your desire to help others and ideally have 1-3 years of experience in a customer-facing role. 
• Working knowledge of web technologies such as Azure, HTML/ XHTML, CSS, MPV, ASP .Net. 
• Good understanding of basic programming skills, e.g., in scripting languages. 
• Strong critical thinking, analytical and problem-solving skills. 
• Value a bottom-up culture and are not afraid to share your ideas. 
• Have a thirst for knowledge, often challenging yourself to learn new technologies. 
• Email marketing background is a great plus but not required.

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience