Welcome is hiring Customer Support Engineer 2021 in Dhaka.
As a Customer Support Engineer, you will manage customers’ technical issues submitted through Zendesk – an industry standard in managing the support ticketing process. You will ensure an excellent standard of service and high customer satisfaction levels are maintained at all times. Your team’s primary objective is to provide technical support to a global customer base (mid-to-large enterprises concentrated in the US and EMEA), as well as to partners and freelancers. You will serve as a product expert and coordinate across departments within the Welcome organization to deliver workarounds and issue resolutions to customers. You should be able to take on a vague issue raised by a customer and figure out a path to solve the customer’s problem while maintaining a continuous line of communication with all internal and external stakeholders. Issues faced will range from a technical bug in the software, to third-party integration issues, to gaps in training.
Responsibilities:
- Ensure timely, accurate, and professional service is provided to all customers and Zendesk tickets are closed as quickly as possible, with maximum client satisfaction
- Engage with customers in a friendly and personable manner
- Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s), participating in an on-call rotation to ensure this coverage
- Efficiently diagnose, triage and, where necessary, escalate software issues (via JIRA), working towards team metrics for high-quality standards around responsiveness, resolution, and customer satisfaction
- Collaborate with the Product Management team to share insights around customer-reported issues, prioritize around defects and enhancement requests, and provide input on release planning & messaging
- Manage internal usage and adoption reporting requests
- Contribute to the customer-facing knowledge base of help articles
- Query our application database and logs to understand issues at both the macro and micro levels
- Configure client applications and script solutions to recurring configuration issues
Welcome, a NewsCred Brand and the leading Marketing Orchestration Platform, is on a mission to transform how marketing teams work. Gartner and Forrester agree, Welcome is a leader in multiple software categories. They believe that modern marketing organizations need their own operating system, just as Sales has Salesforce and Finance has Oracle.
Location:
BangladeshBenefits
Check the official link.
Eligibilities
- Immaculate English written and spoken skills is a must
- 2+ years of experience in a customer-facing, customer support role for a highly available SaaS solution
- BA or BS in a technical field is a plus, preferably in Computer Science or Engineering
- Proficiency in Zendesk and JIRA; proficiency in CMS platforms (such as WordPress), Google Analytics and Tag Manager will be considered a plus
- Having a fundamental understanding of HTML and CSS is not a must but will definitely be advantageous
- Demonstrated ability to handle concurrent tasks in a fast-paced environment enthusiasm and willingness to constantly learn
- Adeptness in thriving on ambiguity and bringing order to complex situations and issues
- Ability to drive multiple projects simultaneously with minimal direction
- Understanding of marketing or content marketing, and the technology solutions that support them, is a plus.
Application Process
To apply, visit the Official link or click on the Apply now.
Apply nowOfficial link
