Funnel Leasing · 13 hours ago

Associate Technical Support Engineer

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Receive and process incoming support tickets from various channels.

Analyze and prioritize tickets based on urgency and impact on users or the organization.

Provide timely and effective resolution of complex customer issues related to the company's software products

Communicate with customers through various channels, such as tickets updates, email, chat, and phone, ensuring a positive customer experience

Collaborate with engineering teams to address product defects and implement solutions

Develop and maintain strong relationships with customers, acting as a trusted technical advisor

Performs other duties as assigned and modified at manager's discretion

Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction

Maintain open communication channels and promote a feedback-driven environment

Encourage professional development and continuous learning opportunities for team members

Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions

Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them

Provide feedback to product and engineering teams to drive product improvements based on customer feedback

Work closely with engineering, product, and sales teams to ensure a seamless customer experience

Participate in product training sessions and stay up-to-date with the latest product features and enhancements

Share insights and best practice

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportSoftware TroubleshootingSoftware Development ProcessesCloud-Based InfrastructureTroubleshooting MethodologiesPythonJavaScriptRubyCustomer-Focused MindsetCross-Functional Collaboration