Sr. Technical Support Engineer

Job Description

We are seeking a highly motivated and professional individual to join the Neverware Support team providing technical support to all our US and European Education and Enterprise customers. You will help customers get the best out of their Cloud Ready experience by answering phone calls and emails, working to understand and drive to solution any and all complex issues as experienced by our customer base.

You’ll be a true partner to our customers, working closely with them and helping us continually prove our value to them as you troubleshoot and resolve their technical issues for the best possible Cloud Ready site experience, meeting their school or business needs both online and over the phone.

Responsibilities:

• Exceed customer expectations by providing outstanding customer service
• Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer needs by investigating and troubleshooting issues, developing solutions for our customers all while understanding their business needs
• Manage customer cases and document all customer interactions and resolutions in Zendesk, our ticket management system.
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Collaborate with internal teams in identifying product defects, designing solutions, and testing.
• Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.
• Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our technologies
• Proactively update our customers and ensure that they are satisfied with our support service
• Participate in case review calls with customers when needed

• A keen analytical mind and advanced problem solving skills coupled with a commitment to extraordinary customer experience.
• Excellent verbal and written communication skills.
• Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines.
• Strong working knowledge and proven experience working with various types of computer hardware
• Strong working knowledge in Operating System Software (Chrome OS, Microsoft Windows, Mac, Linux and UNIX).
• Working knowledge of network and system architectures such as servers, databases, load balancers, and routers.
• Prior exposure and ability in reading OS level logs, system logs, and proprietary application logs.
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Demonstrated outstanding customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
• Proven ability and willingness to learn new technologies
• Some experience with Zendesk, Salesforce and JIRA are a plus

All your information will be kept confidential according to EEO guidelines.