L1 Support Engineer

Description:

The L1 - Support Engineer is responsible for providing high-quality technical support for the Saasant platform to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our platforms. The job involves handling and resolving complex technical and functional queries from customers across the globe.

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve application issues
• Ask customers targeted questions to quickly understand the root of the problem
• Refer to internal database or external resources to provide accurate tech solutions
• Search product documents to verify if reported problems are already known issues with a defined resolution plan
• Assisting in qualification/replication of the reported issue in an appropriate customer environment
• Information gathering to ensure complete availability of details required for root cause analysis
• Manage customer expectations regarding estimated response times for issue resolution.
• Ensure speed and quality of help received.
• Respond to tickets, answering all customer concerns
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
• Be responsible for important support metrics include average response time, first call resolution, customer satisfaction rating and net promoter score.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Problem routing/escalation to next level support where required
• Ability to multitask in a fast-paced environment
• Strong active listening skills and excellent written and oral communications skills
• Document all communication via ticketing systems
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Expertise working with Microsoft Excel Excellent ability to learn and articulate software-related and technical concepts.

Desired Skill set:

• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Excellent Customer Service Orientation.