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SMG - Service Management Group · 15 hours ago

Support Engineer

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
date2+ years exp
SMG - Service Management Group is a leading experience management provider, focusing on enhancing customer and employee insights for multi-location businesses. They are seeking a skilled Support Engineer to handle client requests, ensure customer satisfaction, and analyze data to resolve issues while collaborating with internal teams.
ConsultingMarket ResearchPublishingSocial Media Management
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H1B Sponsor Likelynote

Responsibilities

Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items
Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction
Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues
For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve
Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs

Qualification

Technical customer supportSaaS environmentWeb applications troubleshootingIndustry technology proficiencyEffective working relationships24x7 application supportEnglish language proficiency

Required

2+ Years Experience working in a high-volume technical customer support role
Experience supporting applications or large-scale systems preferably in a SaaS environment
Experience supporting and troubleshooting Web based applications
Ability to establish and maintain effective working relationships with others
Ability to learn new technologies and solutions with a drive to continually learn – you are proficient working in at least one industry technology (programming language, database, scripting, application, etc.)
Experience providing 24x7 application support
Excellent knowledge of English
Dedicated internet access (30Mb/s download / 20 Mb/s upload) and a computer with at least 8Gb of memory

Benefits

Unlimited PTO
Tech provided

Company

SMG - Service Management Group

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Glassdoor3.5
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SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before.
dateFounded in 1991
location
Hattiesburg, Mississippi, USA
people-size201-500 employees
web-link
http://www.smg.com

H1B Sponsorship

SMG - Service Management Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
2021 (2)
2020 (2)

Funding

Current Stage
Growth Stage
Total Funding
$2.36M
Key Investors
Brentwood Associates
2021-10-04Private Equity
2021-10-04Acquired
2010-01-19Series Unknown· $2.2M

Leadership Team

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Bill Fromm
Co-Founder
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Jerry Dunne
Chief Operating Officer
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Recent News

Business Wire
SolarWinds Report: IT Service Management Enhances Productivity, Innovation & IT Outcomes
2023-10-17
Globe Newswire
Franchise Group, Inc. Announces Definitive Agreement to Be Acquired by a Consortium Led by Management Group
2023-05-11
Business Wire
IT Service Management Named a Top Choice for Managing Identity in the Enterprise, but Email and Spreadsheets are Close Behind, New Research Finds
2022-05-11
Company data provided by crunchbase