45 day(s) ago

Customer Support Engineer

max 55000 USD per Year


Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 1+ years
Employment: Full-time

Academy of Mine

We are a bootstrapped but growing Web Based Software as a Service (SAAS) company that primarily provides Online Learning Platforms/EdTech to B2B Clients. One of the challenges is to work with existing clients (many of them) and provide first line of support.

General overview of the project(s)

This role would require you to do the following on a daily basis:

Responding to customer emails and support tickets on a daily basis.

Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.

Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.

Troubleshooting technical issues on their own as much as possible before developers need to get involved.

Discuss requirements with clients for customization requests if needed depending on the client.

The ideal person for this role:

You have been in a similar role for at least 2+ years professionally.

You have enough technical background where you don't necessarily need to write code but understand how software and web applications work to be able to become the first line of defense for client queries/issues.

Ideally working knowledge of how the web works including HTML/CSS. Any experience in building or coding websites is a huge plus or bonus. Any exposure to programming languages such as PHP etc is a huge bonus including ability to analyze/code WordPress themes,plugins and Laravel applications

Experience and ability to work with Content Management Systems (CMS) such as WordPress to build webpages and content as needed.

Experience dealing with multiple clients and juggle between multiple tasks on a daily basis. The nature of support by definition is not fixed. Your day could vary depending on the situations and issues that arise and you need to be able to manage them well.

Excellent communication, verbal and written skills.

Someone who does not make any assumptions and asks tons of questions to a client before confirming an issue. You should be very good at investigative skills and know the right questions to ask.

Proactive vs reactive. If you see a potential issue with a client that could come up, bring it up to the team beforehand and collaborate to crush the problem on its head.

You know each customer is unique and brings their own set of challenges. You treat each of them uniquely based on their strengths and weaknesses.

You take pleasure in solving issues and shielding the development team from customer requests as much as possible.

You are very methodical and organized in how you work so that no major issues fall through the cracks.

Responsibilities

Responding to customer emails and support tickets on a daily basis.

Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.

Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.

Troubleshooting technical issues on their own as much as possible before developers need to get involved.

Discuss requirements with clients for customization requests if needed depending on the client.

Requirements

2+ years of professional experience ideally working for a technical/software company
Technical knowledge including ability to write HTML/CSS/JavaScript and backend languages such as PHP
Experience with WordPress and Laravel a huge plus.
Experience dealing with clients directly including ability to setup virtual meetings, screen share to troubleshoot issues and discuss project requirements.
Must be able to work flexibly around Eastern Timezone hours (EST)

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