Support Engineer (Engage)

About the role:

Role Overview:

• Passionate Support

  : Be the enthusiastic voice of Eptura, delivering best-in-class global customer support.

• Technical Expertise

  : Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism.

• Problem-Solver

  : Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds.

• Multitasker

  : Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction.

• Knowledge Guru

  : Become a subject matter expert in our products and services, communicating solutions positively to customers.

• Quality Champion

  : Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch.

• Bug Buster

  : Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings.

• Team Player

  : Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes.

• Meeting Maven

  : Participate in weekly department meetings and internal discussions, sharing insights and feedback.

• Documentation Pro

  : Create valuable end-user and internal knowledge base documentation to support our clients and team members.

Technical Skillset Requirement:

• 1 year experience supporting SaaS software.
• Hands-on experience on SQL Server is desired.
• Hands-on experience of cloud environment is desired.
• Basic knowledge of SSO is desired.
• Basic knowledge of APIs troubleshooting is desired.

What will make you successful:

• Outstanding Customer Service Skills

  : A genuine passion for helping others and delivering exceptional service.

• Excellent Communication

  : Stellar verbal and written communication skills with both technical and non-technical individuals.

• Relationship Builder

  : Ability to establish and maintain strong working relationships with internal, partner, and customer personnel.

• Technical Prowess

  : Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail.

• Tech Savvy

  : Proficiency in using personal computers and related software applications.

• Continuous Learner

  : Eager to take on new challenges and continually learn about applications and technology.

• Self-Motivated

  : Ability to manage time effectively and stay organized.

• Process Knowledge

  : Understanding of the software development lifecycle and end-user support processes.

• Experience

  : 1+ years of experience in client support is desired.