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Customer Support Engineer

2.00 to 4.00 Years   Hyderabad   02 Apr, 2021
Articulate
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Articulate is looking for a Customer Support Engineer to join our fantastic team. Do you want to help customers solve challenging technical problems at an organization that invests in making customer support amazing If so, we d love to hear from you!You re an ideal candidate if:You re a sharp, knowledgeable technician with a genuine love for people that lets you solve the toughest problems. You re a recognized resource and go-to for friends, family, and coworkers. You re passionate about owning and resolving cases yourself, but humble enough to know when to ask for help. And you re flexible, collaborative, open to feedback, proactive, and able to manage problems from start to finish.Your responsibilities:

  • Take on our customers challenging technical problems, delight the customer, and remind them why they chose Articulate
  • Reproduce and isolate bugs before involving QA
  • Write high-quality bug reports
  • Help the engineering team prioritize bugs
  • Test products when asked, and act as a customer advocate
  • Write detailed client instructions and contribute toward the Articulate knowledge base
  • Use Salesforce to record, track, and close cases
  • Reside in The Philippines
  • Be available for rotating shifts
Your ideal skills/experience:
  • 2 years of technical support experience with desktop software applications and web tools
  • Extensive experience troubleshooting Windows, Office, and a wide variety of Windows applications; experience with Articulate software is a plus, but not a must
  • Innate understanding of web technologies, including all major browsers, FTP, email delivery, Adobe Flash, accessibility tools, and challenges such as low bandwidth, proxies, filters, and firewalls
  • No fear of logs you can jump in and attempt to decipher any log file from any application
  • Be proactive and deadline-driven, manage your time well, be organized, and propose creative solutions
  • Basic understanding of HTML and of the SCORM specification
  • A love for turning frustrated customers into successful advocates
  • You love to help everyone: customers, peers, and the neighbor down the street
  • Excellent oral and written communication skills; able to convey complex concepts concisely and clearly to customers with professionalism, empathy, and excellent grammar and spelling
  • Experience working from home or in an environment with a lot of autonomy
,

Keyskills :
troubleshootingnetworkinglanoperating systemscomputer hardwarehuman resourcescustomer supportweb technologiestechnical support

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