Finance in a Box is hiring a
Technical Customer Support Engineer, Remote - India

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