Support Engineer

Summary

ALLSTARSIT is an international outstaffing service provider committed to changing the way businesses recruit and manage top talent. They are seeking a Support Engineer to serve as the first point of contact for customers, providing technical support and enhancing the customer experience.

Responsibilities

• Serve as the first point of contact for customers via email, chat, and phone to resolve product-related issues
• Provide timely and effective technical support, troubleshooting problems, and guiding users through solutions
• Document customer interactions, steps taken to resolve issues, and escalate complex cases to Tier 2 support or engineering teams when necessary
• Assist with user onboarding, training, and general inquiries to enhance customer experience
• Collaborate closely with the product and development teams to report bugs and suggest improvements based on customer feedback
• Stay up-to-date with product updates, new features, and best practices to effectively support users

Skills

• 1-2 years of work experience, preferably with a SaaS company
• Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM
• Basic knowledge of web technologies and software applications
• Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner
• Strong problem-solving skills and a proactive approach to resolving customer issues
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
• Ability to work in a fast-paced, startup environment with a high level of autonomy
• A customer-first mindset and a passion for delivering a great user experience
• Perfect English
• Familiarity with SaaS platforms is a plus

Qualifications

Must Haves

• 1-2 years of work experience, preferably with a SaaS company
• Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM
• Basic knowledge of web technologies and software applications
• Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner
• Strong problem-solving skills and a proactive approach to resolving customer issues
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
• Ability to work in a fast-paced, startup environment with a high level of autonomy
• A customer-first mindset and a passion for delivering a great user experience
• Perfect English

Nice to Haves

• Familiarity with SaaS platforms is a plus

Benefits

• Remote