SharePoint Product Support Engineer

The Talent

As a Product Support Engineer at Snap On Software, you will play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products . This associate level role is designed for individuals who are eager to learn and grow within product support. You will work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience and help customers maximize the value of their NS systems.

• Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's.
• Gathering customer feedback to improve the products or service and enhance the overall customer experience.
• Create and send CSAT reports for their own customers
• Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's.
• Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
• Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends.
• Creating and editing existing knowledge base articles and video content.
• Representing customer needs and interests within the company to drive product roadmap and service improvements.
• Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed.

• 3+ years in technical support or help desk experience, preferably at a SaaS company
• Degree in computer science/engineering, or equivalent work experience
• Creative troubleshooter, with an analytical approach to problem solving
• Strong written and verbal communication skills, highly organized and capable of multitasking
• Self-motivated and can work autonomously in a high-speed environment
• An owner’s mindset - you don’t shy away from the hard stuff

• 2+ years experience in Microsoft 365 - understand the admin side
• 2+ years experience in Net Suite
• We are a global company, so international experience is a plus
• Previously worked with third party platform and marketplaces