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:
∎ BA or BS in a technical field is a plus, preferably in Computer Science or Engineering

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 manner
∎ Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s), participating in an 'on-call' rotation to ensure this coverage
∎ Efficiently diagnose, triage and, where necessary, escalate software issues, working towards team metrics for high quality standards around responsiveness, resolution and customer satisfaction
∎ Collaborate 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 both the macro and micro levels
∎ Configure client applications and script solutions to recurring configuration issues

Additional Requirements:
∎ Immaculate English written and spoken skills is a must.
∎ 2+ years of experience in a customer-facing, customer support role for a highly available SaaS solution
∎ Proficiency in ZenDesk and JIRA; proficiency in CMS platforms, such as WordPress, is a plus
∎ Demonstrated ability to handle concurrent tasks in a fast paced environment enthusiasm and willingness to constantly learn
∎ Adeptness in thriving on ambiguity and 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

Compensation & Other Benefits:
∎ Our culture is the most important thing we offer: a place to do your best work and a chance for your voice to be heard in a democratic environment as we shape a high-growth space. Learn more in our "How We Work" document
∎ All-hands Demo Days on Wednesdays
∎ Communal transport facilities inside Dhaka
∎ Free catered lunch
∎ Best-in-class compensation plans
∎ Unlimited vacation days
∎ Two annual festival bonuses
∎ Medical insurance
∎ A light but frequent agile performance review process, to encourage ongoing transparency between managers and direct reports
∎ Training and development

Application Deadline: 21 Oct 2020

Company Information:
∎ 21 Sep 2020
∎ 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