Cloud Software Group Technical Support Specialist

hace 1 día


San José, San José, Costa Rica Cloud Software Group A tiempo completo

We are now returning to our roots as a standalone business unit, focusing on our SaaS business—a dynamic area where we see growth potential. Our company is unique and ready to tackle the bigger competitors.

As a Technical Support Engineer at Cloud Software Group, you will be responsible for in-depth problem analysis of our product and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze, and resolve technical issues. You will prioritize and perform tasks effectively utilizing team resources and manage the quality of your own work.

**Role Overview**:
- Answer advanced-level incoming customer support requests in a fast-paced environment.
- Assist customers with issues ranging from answering product questions to providing advanced technical support when the customer has trouble using a product.
- Effectively understand the customer's environment, including research to determine the root cause of the issue or problem.
- Provide meaningful contributions to assigned projects/tasks under minimal supervision.
- Contribute to Knowledge Centered System (KCS) by attaching relevant articles, creating new articles, and editing existing ones. The Technical Support Engineer must stay up-to-date with product knowledge regarding features and functionality.
- Performance is primarily measured through customer feedback, Knowledge Center System usage, schedule adherence, contributions to the team, and other Key Performance Indicators.
- Case Documentation: Follow department protocol regarding case management and records details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Description, Internal Notes, etc., into the Customer Relationship Management System accurately.

**Required Skills and Qualifications**:
Bachelor's Degree or equivalent experience preferred.
- 2+ years in a support role within the service industry.
- Good knowledge in computing (Mac & PC), networking, various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
- Practical knowledge of the Microsoft Office suite of products, including Outlook, Excel, PowerPoint, and Word.
- Some knowledge of Single Sign On (SSO) and server administration skills.
- Preferred skills include:

  • Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
  • Basic knowledge of load balancing technologies (NetScaler preferred).
  • Database knowledge in SQL.
  • Knowledge in Javascript, Python, and PHP, API calls.
  • Conditional Calculations.

**Your Superhero Strengths Include**:
Good verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective measures.
- English-speaking proficiency is required, and bilingual skills are a plus.
- Customer-focused - Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer
- Ability to de-escalate customers in challenging circumstances.
- Works Independently with the ability to think critically, troubleshoot, and solve complex problems.
- Well-versed in a data-driven, metrics-oriented environment.
- Achieve operational targets within the role with a direct impact on department results.
- Has a keen interest in Software-as-a-Service (SaaS).


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