1st Line Customer Support Engineer in FluentPro Software Corporation

1st Line Customer Support Engineer віддалено Необхідні навички —English: Upper-Intermediate orhigher —Ukrainian: Upper-Intermediate orhigher —Excellent PCskills and good technical background ingeneral —Excellent communication skills —Team player —Ability tomultitask —Ability towork inshifts —Flexible and abstract thinking —Stress-resistance —Being ready tomake decisions and explain them Пропонуємо —Anopportunity for self-realization and professional growth —Convenient location (afew minutes from asubway station)—Paid sick-leave, 20working days ofvacation, days off inaccordance with national calendar ofholidays —Friendly team ofprofessionals —Corporate health insurance —Compensation for training and English courses Обов’язки —Receive and manage customers’ requests, questions through Support Team communications channels —Research and identify solutions tosoftware and hardware issues reported bycustomers with the help of2nd line ofSupport and Product Teams —Diagnose and troubleshoot technical issues, including account setup —Ask customers targeted questions toquickly understand the root ofthe problem and gather additional details for higher levels ofsupport —Monitor issues through toresolution, within agreed time limits (Support SLA)—Talk clients through aseries ofactions, either via web meeting session, email orchat, until they’ve solved anissue —Properly escalate issues unresolved by1st line toappropriate internal teams— 2nd line and/or Product Teams, etc. —Refer tointernal database, public database orexternal resources toprovide accurate solutions —Ensure all issues are properly logged within the ticketing system —Prioritize and manage several open issues atone time —Follow upwith clients toensure their systems are fully functional after troubleshooting —Maintain jovial, friendly relationships with customers Про проєкт AtFluentPro Software, wespend all our time creating great software products and supporting companies that use Microsoft Project Server and Microsoft Project Online. Weare now looking toincrease our support team with a1st line Customer Support Engineer role. 1st line Customer Support Engineer receives, reviews, investigates, and either responds toorforwards tothe responsible department all incoming customers’ requests with regardsto (but not limitedto) products’ usage scenarios, best practices, installation, issues, unexpected results, purchase, licensing orextension.