Technical Support Engineer
我们的使命是改善员工在每个重要时刻，无论大小。作为全球劳动力通信管道，我们现在服务于40家富士通100公司，每天接触和连接超过1700万名员工。我们的员工都是员工体验，劳动力沟通和技术专家。加入 Firstup 意味着加入一个为每个员工做出更好的工作运动。作为世界上第一个智能通信平台，Firstup 有意义地从雇佣到退休的每一刻都会吸引员工，并提供帮助企业支持，促进和保留他们的才能的见解。我们的运动已经根植，在我们的世界级客户群中显而易见。现在我们需要你的帮助。准备好改变世界？技术支持工程师主要处理客户问题，事件和错误/功能请求管理。你应该能够承担低度复杂性的支持案例并能够管理自己的优先事项。责任：●成为产品专家。● 你应该拥有 IT 相关学位，多年的专业经验以及解决问题的热情。●熟悉 SaaS 解决方案是最好的。●积极管理和响应支持门票。● 了解，解释，复制和诊断客户问题。● 执行根源分析。● 在以下一个或多个额外领域中最好证明数据库技术 (SQL),网络技术 (HTML,JavaScript,CSS,XML),电子邮件交付能力，CRM (Salesforce,Microsoft Dynamics CRM),API. ● 教导解决方案。● 用户在书面和口头形式明确地与客户沟通并保持准确及及时记录的情况跟踪系统。● 与客户之前的工作经验是必不可少的。●与其他部门/团队成员合作解决产品问题。根据需要，应对不断升级的问题。●配置客户系统以满足需求。●实现个人案例管理和 SLA 目标。●作为至少一个产品领域的专家工作。最低资格：●信息技术学士学位或类似研究领域，或者相等的专业经验。●三年以上客户服务。
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Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities.
Responsibilities:
● Become an expert in the product.
● You should have an IT related degree, several years of professional experience, and a passion for solving problems.
● Familiarity with SaaS solutions is preferred.
● Proactively manage and respond to support tickets.
● Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
● Understand, interpret, reproduce, and diagnose customer problems.
● Perform Root cause Analysis.
● Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.
● Teach solutions to customers.
● Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
● Experience previously working with customers is essential.
● Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.
● Configure customer systems to meet requirements.
● Meet individual case management and SLA Goals.
● Operate as a subject matter expert in at least one product area.
Minimum Qualifications:
● Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
● Three or more years of customer service experience.
● Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
● Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. V07052023 1 MONTGOMERY STREET, SUITE 2150 | SAN FRANCISCO, CA 94104 | FIRSTUP.IO
● Ability to communicate effectively with customers.
● Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
● Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
Originally posted on Himalayas