Support Engineer

Who are we:

Eptura is a global worktech company that digitally connects people, workplaces, and assets in a unified platform to enable our customers to thrive. With 25 million users across 115 countries, we are trusted by the world’s leading companies, including 45% of Fortune 500 brands, to realize a better future at work.

Role Overview:

We are looking for someone with exceptional people skills, who loves helping others in a high paced environment. The Support Engineer is responsible for working with clients, answering support requests by phone, email, and in-app communication channels. To do this, you will learn how to use and configure our software and will also learn about our clients’ needs and business processes.  You will be expected to use this knowledge to effectively take ownership of new support requests and see them through to resolution.  While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members and people from other departments too, while triaging and escalating tickets to others. 

Responsibilities:

• Have passion and enthusiasm for being a part of an organization providing best-in-class global customer support.
• Provide technical support through in-app communication (chat), phone, and emails to existing customers, responding to, triaging, and escalating support tickets in a timely and professional manner.
• Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.
• Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts 
• Become a subject matter expert in company products and services.
• Formulate workarounds and communicate results positively to the customer.
• Adhere to quality guidelines around case notes, communication, timeliness, etc. 
• Identify and submit software bug and new feature requests to the engineering team. 
• Work with the Senior Support Engineers/Management to enforce our incident management procedure, report issues, and verify hotfixes.
• Work closely with the development and product teams to escalate and resolve complex issues.
• Participate in regular department meetings as required and in internal meetings when needed. 
• Communicate client feedback to other internal teams and stakeholders for continuous improvement. 
• Create client facing and internal knowledge base documentation and troubleshooting guides.
• Willingness to Work in Shifts: Flexibility to work evenings, weekends, or holidays if required.

About you: 

• Outstanding customer service skills.
• Troubleshooting Skills: Ability to diagnose basic technical problems and provide solutions.
• Excellent Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Time Management: Ability to prioritize and manage multiple tasks efficiently.
• Team Player: Ability to work in a fast-paced, collaborative environment
• Ability to establish and maintain strong working relationships with key internal, partner, and customer personnel. 
• Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail. 
• Skill in the use of personal computers and related software applications.
• Capability to take on new challenges and continually learn about applications and technology. 
• Self-motivated with the ability to manage time and stay organized. 
• Knowledge of the software development lifecycle and end-user support processes.
• 1+ years of experience in client support is desired.
• Experience in SaaS or tech product support
• Familiarity with API Integrations