Customer Support Engineer
Job Description
Title: Customer Support Engineer
Company Name: NewsCred Ltd.
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor's degree from any field, preference will be given to candidates with Computer Science or an Engineering major
Experience Requirements:
∎ At least 2 year(s)
Job Responsibilities:
∎ Ensure timely, accurate, and professional service is provided to all customers and ZenDesk tickets are closed as quickly as possible, with maximum client satisfaction
∎ Engage with customers in a friendly and personable tone
∎ Communicate clearly and accurately with clients regarding the status of their reported issues
∎ Communicate with the Customer Success on client concerns
∎ Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s)
∎ Communicate across the Support team on common problems
∎ Participate in an 'on-call' rotation
∎ Quickly diagnose, triage and where necessary, escalate software issues, working towards team metrics for high quality standards around responsiveness, resolution and customer satisfaction
∎ Work closely with the Product Management team to share insights around customer reported issues, prioritize around defects and enhancement requests, and provide input on release planning & messaging
∎ Contribute to customer facing knowledge base of help articles
∎ Query our application database and logs to understand issues at the macro, as well as micro level
∎ Configure client applications and script solutions to recurring configuration issues
Additional Requirements:
∎ 2+ years of experience in a customer-facing, customer support role for a highly available SaaS solution
∎ Impeccable verbal and written English and communication skills
∎ Proficient problem solver with the ability to understand the inner workings of complex systems
∎ Quick learner capable of handling concurrent tasks in a fast paced environment with enthusiasm and willingness to constantly learn
∎ Thrives in ambiguity & bringing order to complex situations and issues
∎ Ability to drive multiple projects simultaneously with minimal direction
∎ Understanding of marketing or content marketing, and the technology solutions that support them is a plus
∎ Proficiency in ZenDesk and JIRA
Application Deadline: June 18, 2019
Company Information:
∎ NewsCred Ltd.
∎ Business : NewsCred is a global media company focused on building technology and content solutions for large publishers around the world.
NewsCred has been featured in many prominent newspapers such as the BBC, Businessweek and The New York Times. NewsCred is based out of New York, USA and is now growing it`s talented engineering team in Dhaka.
Category: IT/Telecommunication
Source: bdjobs.com
Deadline Expired on 18th Jun 2019
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