Associate Technical Support Engineer
hace 2 semanas
Better opportunities await at ShareFile
ShareFile offers a dynamic environment where you can excel, grow, and make a difference daily. We operate at a fast pace, embrace ambiguity, and prioritize customer satisfaction above all. At ShareFile, we value your complete self - your ideas, inspirations, ambitions, and proactiveness - and our leadership fosters an environment for exploration and feedback to support your development. The best part? We achieve all this together. At ShareFile, our success is mutual because we thrive as a team.
We specialize in helping businesses enhance their customer interactions with secure, user-friendly technology that simplifies document and client-facing processes. With over 90,000 clients and 3 million licensed users globally, ShareFile empowers individuals to concentrate on meaningful work, aiming to enhance work experiences everywhere, making them more efficient and rewarding.
Elevate your career at ShareFile
How can you make an impact as part of the ShareFile team? We are seeking an individual who can consistently deliver exceptional experiences to our customers and their clients. We are looking for someone who can focus on detailed problem analysis of our products and their integration into customer setups, leveraging troubleshooting skills and technical expertise to identify, analyze, and resolve issues. As an Associate Technical Support Engineer, your objective is to provide top-notch technical support to customers through chat, email, or phone interactions, ensuring high customer satisfaction and well-documented resolutions.
Role Overview:
- Address initial customer support requests promptly in a fast-paced setting
- Assisting customers with product-related inquiries
- Thoroughly understand the customer's situation/issue/request, including performing research to identify the root cause
- Offer guidance and instructions on feature usage, recognizing opportunities for customer configurations and requirements
- Deal with a spectrum of issues from basic product queries to intermediate technical support for customers facing challenges with our product
- Performance evaluation is primarily based on customer feedback, utilization of the Knowledge Center System, adherence to schedules, and other Key Performance Indicators
- Case Documentation: Accurately record interaction details using Case Comments, Case Status, Follow-Up Dates, Issue Description, Internal Notes, etc., in our Customer Relationship Management System
- Knowledge Center System [Contributor]: Collaborate with contributors, validators, and auditors on KCS assignments, searching and reusing existing data when available. Create new knowledge articles if information is lacking. Attach relevant content from multiple sources to resolve cases while ensuring accuracy and currency of the referenced information. Contribute to maintaining up-to-date information across various platforms and content channels.
Basic Qualifications:
- Bachelor's Degree or equivalent experience preferred
- 1+ year in a technical support role in the service industry
- Background in computing (Mac & PC), networking, web browsers, PC troubleshooting, firewalls, and proxy servers preferred
- Proficiency in GSuite and Microsoft Office products such as Outlook, Excel, PowerPoint, and Word
- Experience in Case Management
Preferred Qualifications:
- Strong verbal and written communication skills
- Ability to effectively listen, assess, determine, and communicate solutions
- Proficiency in English is mandatory; bilingual skills are advantageous
- Customer-centric approach, focusing on delivering exceptional customer experiences in a fast-paced environment
- Capable of de-escalating situations with customers effectively
- Strong critical thinking, troubleshooting, and problem-solving skills
- Familiarity with a data-driven, metrics-oriented environment
- Meet or exceed operational targets to contribute to overall team success
- Keen interest in Software-as-a-Service (SaaS)
- Possess a Growth Mindset
- Fundamental knowledge of Windows Server roles, IIS, AD, DNS
- Basic understanding of load balancing technologies (preferably NetScaler)
- Introduction to Javascript, Python, PHP, and API calls
- Basic understanding of conditional calculations
- Basic knowledge of troubleshooting web applications and SSO setup issues
- Familiarity with Security Certificates
About Us:
Citrix and TIBCO recently merged to establish Cloud Software Group, now one of the leading cloud solution providers globally, catering to millions of users. Joining Cloud Software Group means making a real impact on people worldwide who rely on our suite of cloud-based products to accomplish their tasks from anywhere. Our team values diverse life experiences, tech enthusiasm, and the courage to take risks. We foster an environment where everyone is encouraged to learn, dream, and shape the future of work. We are on the cusp of a significant leap in evolution and growth, and we need your skills and expertise for this journey. This is the ideal moment to transition your talents to the cloud.
Cloud Software Group is dedicated to Equal Employment Opportunity (EEO) and complying with all laws against employment discrimination. All qualified applicants will be considered without regard to various factors, ensuring fair employment practices for individuals across different backgrounds.
If you require accommodations due to a disability during the application process, please reach out to us for support.
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