[Remote] Support Engineer I
Note: The job is a remote job and is open to candidates in USA. Cleo is a company dedicated to providing excellent customer service, and they are seeking a Support Engineer I to assist customers with technical issues related to their software. The role involves troubleshooting, providing solutions, and ensuring customer satisfaction through effective communication and support.
Responsibilities
- Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service
- Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers
- Monitor assigned customer queues and provide appropriate responses to meet stated SLAs
- Escalate urgent problems requiring more in-depth knowledge to the next level of engineers
- Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers
- Provide appropriate, relevant verbal and written content to customers
Skills
- Bachelor's Degree or 1+ years of Technical Support work experience
- Customer Service Experience
- General Operating System Knowledge
- General Networking knowledge
- General Software Knowledge (Installation, Configuration, Migration, Removal)
- Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)
Benefits
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
Company Overview
Company H1B Sponsorship