Roles and Responsibilities

Employee Name Customer/Software Support Engineer

Designation Customer/Software Support Engineer

What we do We are an IT provider of integration services for International Customers. We have developed an Integration Platform that helps Customers in exchanging digital business documents with each other. Business documents like price catalogs, orders, invoices, delivery notes, etc.

Abstract We are looking for a Customer support engineer to provide effective support to our Customers running on our integration platform(iPaaS). After a period of training and support handling the job will also include onboarding new Customers to our integration platform. You must have a positive mindset and like to help Customers.

Skills Analytic, Diagnosing, XML, MS SQL, .NET framework, Basic scripting, programming, and coding, Customer handling, MS Office, Interpersonal skills, communication skills in English, Knowledge-based systems

Experience 1-5 years from a similar position

Roles & Responsibilities

• Responsible for good customer handling
• Troubleshooting and problem solving on Customers requests via our ticket system and/or mail/chat
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales, and Marketing teams

Requirements

• Flexible approach and focus on finding solutions to problems
• Experience as a Technical/Customer Support Specialist role
• Familiarity with the IT/Software industry is a plus especially accounting or ERP systems
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience whe