Tech Support Engineer

We are hiring a Customer Success Associate with the passion to walk that extra mile and flair to engage with customers by providing exceptional customer support.

Responsibilities

Own and drive resolution to customer requests for product specific workflow and how-to questions

Interact with customers and determine knowledge gaps within HappyFox knowledge base

Participate in continuous product training to drive improvement in support quality

Edit, post and take responsibility for the quality of knowledge base articles

Proactively assist customers by optimizing article content and titles, keeping in mind the searchability for solutions through support center

Work with the sales team to assist in activities that include but not limited to: setting up the application for new customers, solving queries, directing them to relevant knowledge base article and educating them to help themselves, drive community forum engagement

Take ownership of support tickets, adhering to SLAs and resolution time commitments

Requirements

Proven work experience and passion to work in customer support for a technology based B2B organisation

Demonstrated competencies including procedural and technical writing, managing customer relations, and a stong technical acumen

Knowledge and familiarity with social media platforms

Ability to manage ticket priorities based on urgency and customer profile

Self-motivated, flexible, and a team player with the ability to produce quality results in a dynamic set up

Outstanding verbal and written communication

Excellent organisational and follow-up skills; project management skill is preferred

Prior experience working with a SaaS based technology product (optional)

Worked for a bootstrapped high growth startup (optional)