BQE Software · 3 hours ago

Customer Support Engineer

United States

Full-time

Remote

Entry Level

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Responsibilities

Troubleshoot applications by communicating with customers via phone and email to resolve technical problems or answer software related questions

Research and identify solutions to software issues

Diagnose and troubleshoot technical issues, including account setup and configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Ensure all issues are properly logged into SalesForce ticketing system (training provided)

Prioritize and manage multiple tickets at one time

Properly escalate incidents to Level II Support

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships with clients

Qualification

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Technical SupportSalesForce

Required

Previous experience in related field such as Customer Service, Call Center, Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Ability to quickly learn client specific technical applications

Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers

Must be able to multitask, follow instructions and manage incidents on various platforms

Ability to provide step-by-step assistance, both written and verbal

Ability to get along with others, accept constructive feedback and exhibit a positive attitude.

Minimum High School degree, Certificate or College Degree Preferred

Must be able to pass a background check

Ability to read and comprehend simple instructions, short correspondence, and memos

Experience communicating complex concepts concisely

Excellent written and verbal communication skills

Detail oriented problem solver, communicator, and collaborator who possesses the persistence and determination to keep assigned projects on track in a fast-paced environment