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Job Description
- Taking ownership and quickly drive to resolution product issues reported by customers.
- Debug customer reported failures, produce test cases to replicate failure and log issues with QA and Engineering teams.
- Exhibit technically expertise around assigned Clickability products and/or services.
- Participation in building training programs to build and maintain knowledge cohesion among the Customer Success organization
- Maintaining and be actively involved in community forumsActive participation in deployment planning, deployment and testing
- Developing and maintaining an in-depth knowledge and expertise regarding the capabilities of our products and services.
- Follow-up with unsatisfied customers to ensure their issues are resolved and the customer is satisfied.
- Proactively monitor and assume ownership of support case queue and turn over.
- Helping customers solve technical platform issues and lead a technical support team.
- Prompt follow up until the closure of the case and ensure nothing falls through the cracks.
- Answering questions from customers and prospective customers about the features and capabilities of our products and be a authoritative figure on the technical capabilities of the product.
- Engage with Operations, Engineering and Professional Services, understand and continuously improve support and escalation process.
- Manage case queue and provide leadership in assignment process.
- Handle, diagnose and resolve escalated customer technical support issues in a timely manner through email and phone.
- Work with the engineering group to effectively resolve escalated issues.
- Provide active feedback to engineering regarding product improvements from operations/customer perspective.
- Work with Services team at different stages of customer on-boarding.
- Contribute to technical knowledge base.
- Updating and helping to develop product training material and documentation.
- Diligently drive improvements to the product and engineering groups on product related bugs and issues.
Job Requirements
- Bachelor’s degree in technology or equivalent work experience
- 3+ years of experience providing technical support for a web software application
- Experience developing in an object oriented programming environment
- Experience developing/programming web based solutions that include the following technologies: Velocity, HTML, CSS or other equivalent programming language
- Experience using network troubleshooting tools such as ping,
- Traceroute and nslookup
- Experience with Salesforce and or other CRM softwareKnowledge of Linux and or Unix
- Experience in a "customer facing" roleExperience with Amazon Web Services
- Experience working in a SaaS based product environment
- Proficient in performing root cause analysis
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