Junior/Middle Support Engineer (L2)

Summary

Join ELEKS Customer Support Office as a Junior/Middle Customer Support Engineer (L2) in Portugal to investigate, triage, and resolve tickets, assist clients with technical product issues, and provide clear communications.

Requirements

• 2+ years of relevant experience
• Knowledge of help desk ticketing and workflows
• Sharp troubleshooting and analytical abilities
• Basic SQL, T-SQL programming experience is highly desirable
• Soap and Rest API Knowledge
• Dedication and commitment to resolve client issues
• Experience with SaaS (cloud based) software and/or on-prem software
• Ability to work independently and within a team
• Great verbal and written communication skills
• Upper-Intermediate English (written and spoken)

Responsibilities

• Responsible for investigating, triaging and resolving tickets that flow into the help desk queue
• Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken
• Assist clients with questions regarding technical product and configuration issues
• Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of Client satisfaction
• Prepare detailed specifications and steps to reproduce for items requiring escalation (such as product defects)
• Identify potential delays in resolution, take corrective action, and manage communication to the client
• Provide clear and concise verbal and written communications with client support contacts