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Appficiency Inc. · 1 week ago

SharePoint Product Support Engineer

United States

Full-time

Remote

Mid Level

3+ years exp

Appficiency Inc. is a company that develops innovative software solutions for Microsoft and NetSuite environments. The role of a Product Support Engineer involves supporting customers in effectively using Appficiency NS products and Microsoft 365 products, addressing customer issues, and collaborating with various internal teams to enhance customer experience.

ConsultingEnterprise Resource Planning (ERP)Information Technology

Growth Opportunities

Responsibilities

Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's

Gathering customer feedback to improve the products or service and enhance the overall customer experience

Create and send CSAT reports for their own customers

Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's

Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs

Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends

Creating and editing existing knowledge base articles and video content

Representing customer needs and interests within the company to drive product roadmap and service improvements

Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed

Qualification

Microsoft 365NetSuiteTechnical supportComputer science degreeCreative troubleshootingHighly organizedInternational experienceCommunication skillsSelf-motivatedOwner’s mindset