Job Summary

Responsibilities

Work a lot with our product, ShortPoint, to reproduce customer issues, help customers to solve technical queries and answer product-related questions.
Be ready, with time, to investigate customer issues patiently and become self-sufficient with all the tools and databases we provide.
Handle incoming support tickets from our support system (powered by Freshdesk), provide customers with the solutions within our SLA.
Answer incoming chat conversations (powered by Freshchat).
Connect remotely with customers to review issues on their environments and help them resolve these issues.
Escalate customer requests to senior technical engineers in case the issue needs additional technical investigation.
Provide authentic and complete information to the customer regarding the issues raised.
Report issues you have encountered in the product to our QA team and product developers.
Occasionally, write support articles to expand our knowledge base.
Collaborate, share your findings with the team, communicate, brainstorm and have lots of fun

Requirements
Have strong English verbal and written communication skills, good grammar
Be able to write high-quality technical texts, be concise and clear in providing written instructions
Be attentive to details
Be able to learn a lot of new information about the product and platform
Be comfortable assisting customers not only in writing but in remote customer support meetings
Have the patience to investigate issues with all of the databases and information we have