Product Support Engineer II

Support EngineerSupport EngineerFull TimeRemoteTeam 51-200Since 2015H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

55 days ago

Salary

$60K - $80K / year

Bachelor Degree4 yrs expEnglish

Job Description

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles

Job Requirements

Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
Ability to learn quickly; become an expert with our products and the supporting technology over time
Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
Positive, self-starter attitude and desire to exceed client expectations at every opportunity
Attention to detail and absolute focus on the quality of work
Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
Familiarity with common web protocols (HTTP, FTP)
Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
Excellent customer service, presentation, and writing skills
Internet/online advertising industry experience is a plus
Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
Experience in a start-up environment
Authorization to work in the U.S.

Benefits

A collaborative work environment with the freedom and opportunities of a startup culture
A global, remote-first company that encourages occasional team get-togethers
Life and work balance
Flexible vacation time
Retirement plan matching up to 3% of your salary
Varied options for health, dental, vision, disability and life insurance

Related Categories

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