113 applicants

Company

AVI-SPL · 6 hours ago

Platform Support Engineer

United States

Full-time

Remote

Entry Level

$60K/yr - $90K/yr

1+ years exp

Maximize your interview chances

AudioAudio/Visual Equipment

Insider Connection @AVI-SPL

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Troubleshoot and resolve technical issues related to our SaaS products within established SLA targets and with an emphasis on driving high CSAT scores

Maintain a positive, empathetic, and professional attitude towards customers

Ensure that customers receive prompt and efficient technical support for SYaaS

Respond promptly to customer inquiries and document interactions

Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis and escalating issues to other support or engineering teams

Handle and respond to inbound phone calls, email inquiries from customers and escalations from Technical Support Representatives

Participate in technical troubleshooting and case remediation

Participate as needed in prescribed training curricula

Follow up on open issues with escalation groups to provide feedback to customer

Assist Senior Engineers with administrative tasks

Other duties assigned as needed

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.

Symphony SaaSProcess designTraining deliveryWordExcelVisioCustomer Success collaborationAV/VTC experience

Required

Excellent customer service, organizational, time management, problem solving and interpersonal skills

Troubleshoot and resolve technical issues related to our SaaS products within established SLA targets and with an emphasis on driving high CSAT scores

Maintain a positive, empathetic, and professional attitude towards customers

Ensure that customers receive prompt and efficient technical support for SYaaS

Respond promptly to customer inquiries and document interactions

Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis and escalating issues to other support or engineering teams

Handle and respond to inbound phone calls, email inquiries from customers and escalations from Technical Support Representatives

Participate in technical troubleshooting and case remediation

Participate as needed in prescribed training curricula

Follow up on open issues with escalation groups to provide feedback to customer

Assist Senior Engineers with administrative tasks

Communicate and interact with internal employees, clients and colleagues in a professional and timely manner

Self-starter capable of working independently and meeting deadlines

Excellent verbal and written communication and interpersonal skills

Ability to balance multiple tasks with changing priorities

Excellent structured problem-solving skills

Time management skills and attention to detail

Ability to use Microsoft Office software to produce documents and perform analysis work