As a Associate Product Support Engineer, The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries i.e, Technical and NonTechnical System Issues, Guiding Customers on How to use the System on a large scale over Live Chat platforms, Email in meetings. You will work closely with our Customer Onboarding, Different development teams to become the support specialist for thousands of new and existing businesses. This is a hightouch, rapportbuilding position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well organized, share a passion for technology and a love for working in a dynamic fast paced environment.Job DescriptionReplicate, understand and troubleshoot enduser technical nontechnical issues via email or live web Chats.Provide restorative or maintenance actions to resolve clients enduser problems.Manage customer escalations in accordance with agreed SLAs and support agreements.Maintain a high level of customer engagement and satisfaction.Responds to enduser problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.Ability to Present complex technical information to nontechnical audiences.Track incidents and calls, entering data timely and accurately into the Tracker Ticketing Software.Monitor and ensure 100 accuracy of all escalations and work requests throughout the day and consistently resolve, deescalate, or further escalate to the relevant teams.Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.Adapt tolearn new product enhancements quickly to include in training resources.
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