Technical Support Engineer

SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI.

As we keep our expected growth we are looking for a Technical Support Engineer who willcontribute to the Professional Services department.

What will you actually be doing?

• Establish and maintain an excellent customer experience by providing support above and beyond their expectations.
• Managing the onboarding process of our new clients as well as handling their support tickets, which includes analyzing, prioritizing, and troubleshooting technical inquiries.
• Acting as the key client contact throughout the onboarding process to ensure a seamless transition to SysAid.
• Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to Tier 2 Support engineers.
• Provide prompt and accurate feedback to customers.
• Ensure proper closure of all issues.
• Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.

Requirements :

• 1-2 years experience as a software support representative offering post-sales phone and email support to customers for a cloud-based (SaaS) product.
• Fluent English.
• Knowledge of DNS, TCP/IP, and other networking concepts.
• Understanding of relational databases.
• Familiarity with Windows and Linux operating systems.
• Team player with excellent interpersonal skills.
• Quick learner with a desire to learn new tools and techniques.

Remote Work :

Yes

Employment Type :

Full-time