Job Description

: Are you passionate about helping others and thrive in a fast-paced environmentAs a Frontline Support Engineer at Eptura, youll be the superhero our clients need, providing exceptional support through phone, email, and in-app communication channels. Youll become a master of our software and a guru of our clients needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact. 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. About you: 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.