Customer Support Engineer
United States of America
Full-time
2 weeks ago
$50,000 - $70,000 USD
No H1B
Key skills
Technical troubleshootingCall center experienceCustomer serviceWindows operating systemMac operating systemNetworking conceptsSaaS knowledgeAnalytical skillsMultitaskingEmpathyOrganizational skillsInterpersonal skillsTeamwork skillsLeadership skillsiOSAndroidSaaSLeadershipCommunication
About this role
HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. As a Customer Support Engineer, you will be the first point of contact for customers experiencing support issues, providing Tier 1 product support and coordinating solutions with internal teams.
Responsibilities:
- Actively answer calls and respond to tickets during your assigned shift
- Provide Tier 1 product support for HYPR customers
- Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues
- Assist users by providing product support via HYPR’s phone and ticket systems
- Leverage internal teams to provide next level support
- Identify potential larger issues in real-time
- Keep support management updated on trending issues
- Look for potential situations in which an improvement in process efficiency or customer experience is possible
Requirements:
- Must have call center experience, triage and technical troubleshooting skills
- Degree/Certification or equivalent practical experience
- Two plus years of experience working in a Support/Service/Help Desk/Call Center Role
- Ability to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer's issue
- Excellent analytical, organizational, interpersonal and teamwork skills
- Ability to adjust quickly to changing priorities and make quick decisions with available information
- High-level triage and troubleshooting skills
- Outstanding customer service, prioritization, multitasking, communication, and leadership skills
- Ability to troubleshoot and think outside the box when needed
- Basic understanding of Windows and Mac operating Systems
- Basic understanding of networking concepts (DNS, HTTP, IP, etc)
- Ability to review mobile, computer, server logs and determine where the issue resides
- Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments
- Knowledge of SaaS and cloud computing infrastructure
- Eligible to work in the US