Answer and respond to incoming customer phone calls, emails, or portal tickets
Provide professional and helpful technical support to customers via phone, chat, and tickets
Meet corporate SLAs
Prioritize and manage multiple open tasks at one time
Identify scope and priority of items under review
Utilize available resources to resolve customer issues
Logically troubleshoot, resolve, and document technical issues related to our software products
Collaborate with cross-functional teams to deliver timely resolution of customer issues
Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
Stay updated on product features and updates to provide accurate and timely support to clients
Continuously improve and optimize our technical support documentation, processes, and procedures
Facilitate internal and client facing meetings
Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles
Holiday and after-hours coverage rotation

3-5 years of product support and customer service experience
Experience in both voice and non-voice support
Experience in SaaS software product support
Excellent interpersonal, communication and collaboration skills
Experience working on CRM tools & suites like Zoho and Salesforce
Experience with SQL is preferred
Experience with public safety software is helpful but not required
Strong technical and problem-solving skills
Ability to articulate simple or complex problems
Ability to work independently or as part of a team
Strong analytical and organizational skills
Demonstrated telephone etiquette
All applicants must be authorized to work for any US employer in the United States.

Support Engineer II

Key skills