Support Engineer

Department: Customer Support

Location: US - Boston

Description

Exclaimer is a global SaaS business with over 180 employees worldwide. With headquarters in the UK, and with regional offices in the U.S. and the Netherlands, we all work towards one goal - providing the best email signature management solutions in the world.

Our email solutions enable organizations globally, of any size, to achieve brand consistency, legal compliance, and customer engagement on any device. Our solutions for Microsoft 365, G Suite, and Microsoft Exchange are used by over 40,000 companies worldwide in 150 countries.

We have an opportunity for a Support Engineer to join our growing support team in our US Boston Office.

As part of our team you will troubleshoot, investigate and seek resolutions to support issues for our customers. We utilise an Intelligent Swarming model of support and therefore you will have a diverse role, with the opportunity to get exposure to and handle a variety of tickets which means there is never a dull day. Of course, we will ensure you have an all the appropriate internal training to be successful in your role as well as supporting you with relevant external certifications.

Our Support Team operates 24hrs a day Monday through Friday, there will be a requirement for flexibility in the shifts that you will work to help ensure that as a team we can cover these time zones.

Role Summary

You will be a key member of our Support team, responsible for troubleshooting and investigating customer support issues whilst maintaining a high service level throughout with the customer. You will problem solve and collaborate with colleagues to identify appropriate resolutions before working with the customer to implement those.

A successful Support Engineer requires a blend of technical knowledge, strong communication skills, empathy, and a commitment to delivering exceptional customer experiences.

Key Responsibilities Of The Role

• Troubleshoot support issues with customers to identify root cause issues and provide appropriate resolutions
• Responding promptly and professionally to customer inquiries through various channels (phone, email, live chat, etc.).
• Produce written documentation, both internal and external, for any resolutions that you find or for repeated instances of issues
• Triage issues discovered via sessions and troubleshooting to our development team to improve areas of the product
• Alert the team to common issues being raised when identified to ensure sharing of knowledge
• Use your knowledge and foresight to anticipate, raise and address potential issues before they materialise
• Participate in the recording of videos to demonstrate common processes and set-up issues
  
  

Skills, Knowledge And Expertise

Successful applicant will have at least 1 years' experience in a Customer Service/Customer support role coupled with an interest in IT/Technology. Alternatively, you may have some experience in first line IT support role and be keen to pursue your career further.

Experience with any of the following technologies is advantageous:

• Office 365
• Exchange Online
• G Suite administration
• Outlook 2010-2019
• Windows Server 2012-2019
• Windows Desktop OS
  
  

Desired Skillsets:

• Problem solving skills with an inquisitive and analytical mind
• Communicating technical information in a clear and understandable manner to customers with varying levels of technical expertise.
• Continuous improvement mindset with the ability to contribute to process improvement
• Confident managing difficult customer interactions with professionalism and empathy
• A quick learner who can absorb and process information quickly and anticipate issues
• Demonstrating excellent verbal and written communication skills.
• Self-motivated team player with a 'can-do' attitude
• Knowledge within a Cloud based company is an advantage but not a must have
• Collaborating with other teams to provide a unified customer experience as well as your own.
• Confident in proactively addressing potential issues to prevent customer dissatisfaction.
• Strong organisational skills, with the ability to manage competing priorities and deliver to deadlines
• A track record of honesty and transparency in customer communications, particularly when things don't go as planned
  
  

EEO Statement

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.