Finance in a Box is hiring a
Technical Customer Support Engineer, Remote - India
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Summary
The job involves providing technical support to customers, troubleshooting issues, maintaining product expertise, creating documentation, collaborating with cross-functional teams, and gathering customer feedback for improvement. The ideal candidate should have a solid technical background, exceptional communication skills, and at least 3 years of experience in a customer-facing technical position, preferably within a SaaS company.
Requirements
- Solid technical background
- Exceptional communication skills
- Passion for delivering outstanding customer service
Responsibilities
- Interact with customers to understand and troubleshoot technical issues they are facing
- Provide prompt and courteous responses to customer inquiries through various channels (email, phone, chat, ticketing system)
- Diagnose and resolve technical hardware and software issues
- Investigate and troubleshoot complex technical problems escalated by customers
- Develop and maintain a deep understanding of the company's products or services
- Provide guidance on product features and capabilities to customers
- Accurately document troubleshooting steps and resolutions
- Contribute to the creation and maintenance of knowledge base articles and support documentation
- Escalate unresolved issues to the appropriate internal teams (such as engineering or development) and follow up to ensure resolution
- Conduct training sessions or create user guides to help customers better utilize products
- Assist customers with product setup, configuration, and integration
- Participate in testing new product releases and updates to identify and report bugs or issues
- Provide feedback to the product development team based on customer interactions and experiences
- Collaborate with cross-functional teams including sales, product management, and engineering to ensure a seamless customer experience
- Share knowledge and best practices with peers to enhance the overall support team effectiveness
- Gather customer feedback and insights to advocate for improvements in product functionality and customer service processes
- Identify trends in customer issues to proactively address common concerns
Preferred Qualifications
- Bachelor's degree in a Computer Science-related field
- At least 3 years of experience in a customer-facing technical position, preferably within a SaaS company
- Proven ability to provide exceptional customer service with a strong emphasis on customer satisfaction
- Exceptional troubleshooting skills and experience in resolving a range of technical issues
- Proficiency in written and verbal communication in English, including the ability to articulate complex technical processes via email and phone support
- Extensive knowledge and understanding of Google applications, query tools, and database systems
- Familiarity with Python, YAML, Cloud Platforms (Google Cloud Platform, Azure, AWS, etc.), and fundamental networking/IT knowledge
- Strong SQL skills
Benefits
- Competitive salary
- Flexibility on vacation and time off
- Healthcare paid by the company
- Remote work: Work from home
This job is filled or no longer available
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