Deputy is hiring a
Technical Support Engineer, Remote - Worldwide

Summary

The job is for a Technical Support role at Deputy, a global SaaS workforce management company. The role involves troubleshooting issues, providing product knowledge, assisting customers with technical inquiries, and working with various scripts to retrieve or update customer data. The employee will work closely with the Sales/Partner Team and Product Management Team.

Requirements

• Experience in supporting SaaS solutions for international customers
• RestAPIs, Javascript or scripting experience
• BSc Degree or equivalent skill experience
• At least 3-4 years' in a Customer Service or software support role
• Great listener and communicator
• Attention to detail and passionate about solving client queries
• Self-starter, able to learn new technologies 'on the fly
• Collaborative team player
• Ability to prioritise, manage time effectively and multitask

Responsibilities

• Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution
• Provide clear and detailed information to clients on product feature functionality, both written and verbal
• Communicating client perspective to Product and Development teams for feature improvements/fixes
• Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration
• Work with various scripts to retrieve or update customer data
• Taking ownership of customer technical issues, further troubleshooting, identification of root causes, and issue resolution and communication
• Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals
• Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries
• Work directly with Engineering and Product teams to resolve customer issues

Benefits

• Employee Stock Ownership
• Competitive Compensation Packages
• 401k Company Match
• Comprehensive Health Benefits
• Commuter Reimbursement Program
• Flexible Work Schedule