Take ownership to timely resolution of customer inquiries
Investigate and troubleshoot customer inquiries
Assist customers to solutions in a timely manner
Testing product/software change requests
Develop and maintain product documentation
Develop training materials, how to guides, solution articles, etc. to support product end users
Operate as a subject matter expert on our software products
Provide feedback and feature suggestions to improve overall usability of our software products
Continuous monitoring of systems utilized
Provide excellent customer support
Communicate in a clear and professional manner both internally and externally
Utilize technical documentation to investigate and resolve problems
Actively look for ways to improve and help customers.

High School Diploma or equivalent
Minimum of 6 months experience in SaaS product based customer service role
Must live in the Western United States
Self starter mindset
Problem solving mentality
Excellent communication skills (oral and written)
Fluency in the English language, including the meaning and spelling of words, rules of composition, and grammar
Able to thrive in a remote working environment including work time, communication both internally and externally, tracking hours, and following procedures

Junior Customer Support Engineer

Key skills