Associate Technical Support Engineer
- Raleigh, North Carolina, United States
Associate Technical Support Engineer
Do you thrive in a startup vibe? Were you built for a small, nimble and dynamic team that's ready to win? If you answered yes, we want to talk to you! ShareFile tried to fit into Citrix and we realized it doesn’t fit. We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.
As a Technical Support Engineer, you will provides technical support to customers via email, phone, and other channels. Focuses on in-depth problem analysis of the company's products and their integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve customer issues. Prioritizing and performing tasks for effective use of team resources and checking the quality of own work. Takes the time to provide an excellent customer experience. You will provide an outstanding Customer Care experience for our ShareFile, Right Signature, and Podio products via different channels. If you love technology, strive to provide an incredible customer service experience and work hard to exceed customer expectations, then this is the job for you!
Role Overview:
- Innovation: Participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open-mindedness, suggests new ideas in response to and anticipation of business needs
- Authenticity: Shows a genuine, accessible, and caring personality that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is able to be respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it
- Communication: Communicates clearly and concisely; ensures that communication channels are open, and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input
- Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping ShareFile BU succeed; exhibits resilience, persistence, tenacity, and a continuous mindset for improvement
- Teamwork: Collaborates with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution
Your Superhero uniform Includes:
- Answers first-level incoming customer support requests in a fast-paced environment. Assists customers with product-related queries to troubleshooting
- Takes the time to understand the customer's environment, including research to determine the root cause of the issue or problem. Provides best practices and instruction on use and application of products; determines customer's configuration and needs.
- Participates with a limited scope in assigned projects/tasks as required (under close supervision)
- Works on issues that range from answering product questions to providing basic to advance technical support when the customer is having trouble using a product
- Performance is primarily measured through Net Promoter Surveys/ customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence and other Key Performer Indexes
- Contribution to Knowledge Center System - attaching relevant articles to the case and creating new articles when needed. Stays updated with product knowledge regarding features and functionality.
- Case Documentation: Properly and accurately records details of interactions via Case Comments, Case Status , Follow-Up Dates, Issue, Description, Internal Notes etc into the CRM.
- Bachelor’s Degree or equivalent experience preferred
- 1 year in a technical support role within the service industry
- Background in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers a plus
- Familiarity with the Microsoft Office suite of products including Excel, PowerPoint, and Word.
Your Superhero Strengths Include:
- Proficient verbal and written communication skills
- Demonstrates an ability to listen, assess, determine, and communicate corrective measures
- English-speaking proficiency is required, bilingual skills a plus
- Customer-focused – what we do revolves around the customer!
- Ability to de-escalate customers in challenging circumstances
- Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
- Knowledge in data-driven, metrics-oriented environment
- Works to meet or exceed operational targets within job area which impacts the overall achievement team results.
- Has a keen interest in Software-as-a-Service (SaaS)
Pay & Benefits Summary:
- 401(k) and retirement benefits
- Reimbursement for travel
- Health benefits
- Time off allowance
- Tuition reimbursement
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