Technical Support Engineer - Tier III
Deputy
Localização do trabalho
Minsk Region
Status de emprego
Tempo total
Detalhes sobre a oferta de trabalho
Technical Support Engineer - Tier III USA / DEPS – Technical Support / Full Time / Remote Apply for this job At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community.
Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices in Melbourne, London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.
This can be a remote role (working from home), so we are totally happy for you to be based anywhere in the USA. We do have an office in San Francisco. #LI-Remote
You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
As part of the Technical Support Team, you will be required to work closely with the Sales/Partner Team and Product Management Team to provide product knowledge, configuration assistance, and Technical support to Deputy’s customer base.
As the highest level of technical support, you will be the go-to resource for any technical questions regarding the Deputy product and have a passion for customer service support.
This role is mixture of frontend user support requiring understanding of backend systems, custom configurations, integrations and script development. RESPONSIBILITIES
• Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution.
• Provide clear and detailed information to clients on product feature functionality, both written and verbal.
• Communicating client perspective to Product and Development teams for feature improvements/fixes.
• Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration.
• Work with various scripts to retrieve or update customer data
• Taking ownership of customer technical issues, further troubleshooting, identification of root causes, and issue resolution and communication.
• Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals.
• Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.
• Work directly with Engineering and Product teams to resolve customer issues
• Document actions in tickets to effectively communicate information internally and to customers.
SKILLS & EXPERIENCE
• Experience in supporting SaaS solutions for international customers
• RestAPIs, Javascript or scripting experience
• BSc Degree or equivalent skill experience
• At least 3-4 years' in a Customer Service or software support role
• Great listener and communicator
• Attention to detail and passionate about solving client queries
• Self-starter, able to learn new technologies "on the fly"
• Collaborative team player
• Ability to prioritise, manage time effectively and multitask
The pay range for this position takes into account multiple factors that are all considered to determine the compensation offer that someone will receive for the position. These factors include, but are not limited to, experience level, technical and non technical skills, education, certifications, and other business acumen. The following range is an estimate to include multiple geographies and so does not reflect any applicable adjustments that would be made for the location of where an individual is based. At Deputy, compensation decisions vary from case to case. This range does not include any potential incentive programs, such as individual or organizational performance bonuses. The reasonable pay range for this position is $71,000 - $102,000
PERKS
-Employee Stock Ownership -Competitive Compensation Packages -Annual Development Budget -Fully Paid Health benefits (for individuals) -Company outings -Commuter Reimbursement Program -Flexible Work Schedule
WHY JOIN DEPUTY?
Deputy bring in $81M series B No. 5 on Forbes Cloud 100 for 2018: Rising stars Why IVP invested in Deputy Check out why our customers love us GetApp and G2Crowd.
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
Interested? Apply now Apply for this job
