Customer Support Engineer
Job Description
Title: Customer Support Engineer
Company Name: NewsCred Ltd.
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
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 (via JIRA), 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
∎ Manage internal usage and adoption reporting requests
∎ 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
∎ BA or BS in a technical field is a plus, preferably in Computer Science or Engineering
∎ Proficiency in Zendesk and JIRA; proficiency in CMS platforms (such as Wordpress), Google Analytics and Tag Manager will be considered a plus
∎ Having a fundamental understanding of HTML and CSS is not a must but will definitely be advantageous
∎ 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
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 20 May 2021
Company Information:
∎ 22 Apr 2021
∎ NewsCred Ltd.
Category: IT/Telecommunication
Source: bdjobs.com
Deadline Expired on 20th May 2021
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