EngageRM · 21 hours ago

Technical Support Engineer

United States

Full-time

Remote

Entry Level

$55K/yr - $60K/yr

1+ years exp

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CRMInformation Technology

Hiring Manager

Pru Killick

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Responsibilities

Respond to and resolve tickets raised within the EngageRM Support Helpdesk within a timely manner or as set out within SLAs

Escalate issues to various departments if required to problem solve and provide resolution to tickets raised

Develop long lasting customer relationships by providing clear and timely communication for resolution of issues raised

Have an in depth understanding of the product and future enhancements to ensure strong technical knowledge is maintained

Report, monitor and track issues raised within the support helpdesk

Analyse support tickets requiring escalation to the Product Development team for consideration and prioritisation for future enhancements to the product

Work with the Technical Documentation team to contribute to and enhance our product knowledge base from issues raised

Proactively work on innovative solutions with the team and other departments to assist with scaling of the Support division globally

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.

Cloud based applicationsTechnical system issuesMicrosoft Dynamics 365Software industry experienceHelpdesk environment experienceCustomer supportTechnical documentation