Job Summary
A cloud communications company has a current position open for a Telecommute Technical Support Engineer 2.
Must be able to:
- Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary
- Identify ways to improve existing processes and procedures
- Coach, guide, assist newer members of the Product Support team with customer issues
Qualifications for this position include:
- 1-3 years experience in a client-facing customer/technical support role, supporting Email, SaaS or related technologies
- History of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
- Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
- Strong, creative problem solving skills
- Ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
- A high-energy, optimistic outlook and positive attitude
