Technical Support Engineer

You will be responsible for

  • Providing fast and friendly support through creative and relevant solutions
  • Being a subject matter expert in HappyFox features and functionalities and applying it to customer’s business processes before recommending solutions
  • Providing business and technical solutions to help customer optimize use of solution
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
  • Maintaining ownership of cases until resolution, driving other teams as needed and managing customer expectations
  • Perform problem characterization, reproduction, diagnosis, and root cause analysis
  • Work with Operations and Engineering team to resolve product issues or escalating as necessary
  • Author Knowledge Base Articles / Technical Notes
  • File enhancement requests and work with product management to translate business needs to product requirements
  • . Meet individual ticket resolution times and SLAs

Must have

  • Experience working as a Technical Support Consultant for about 2-3 years in a technology based B2B organization
  • Experience providing direct support to external customers by phone, electronically, and face-to-face.
  • Demonstrated experience supporting enterprise software solutions, ideally in CRM, help desk and customer support space
  • Excellent organizational skills with the ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Ability to explain complex concepts simply.
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Experience with Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP) is a plus. (optional)
  • Worked for a bootstrapped high growth startup (optional)