Programming- Technical Customer Support
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Job Description:

  • Become an expert on all the Company products.
  • Investigate and troubleshoot customer issues and questions.
  • Author and edit Product documentation.
  • Be an active member of a team that provides first class support to our users via email, web and phone.
  • Close the feedback loop with the Account Development teams regarding the customer experience with our products.
  • Primary objective is to provide customer support in the Asia-Pacific region through phone, email, and eventually live chat (coming soon) during the hours of 8 pm EST and 4 am EST. Support consists of initial issue triage and an attempt to resolve in one touch, otherwise gather information, assign a severity rating and escalate accordingly.
  • Should there be any downtime or additional bandwidth, we may leverage the Ninjas for creating knowledge base articles, doing menial data input into our systems, and perhaps, as they mature on our product, light configuration work within the system.

We’re Looking for People Who:

  • Exude patience, grace, and a sense of humor.
  • Have excellent writing and communication skills.
  • Education: BComm or BA in Computer Engineering, Computer Science, Information Technology or equivalent. Experience: 1-3 years supporting configurable web-based software solutions. Proficiency: An understanding of, XML, web-based application architectures, and object-oriented design. Soft skills: verbal and written communication, customer service, problem-solving, decision-making, ability to prioritize.
  • Learn new technologies quickly.
  • Have a knack for taking technical language and making it understandable.
  • Demonstrate a passion for solving tough problems and proposing elegant solutions