Customer service is broken — stuck in a time warp. As everything has evolved around it, the technology available to support the way businesses engage with customers has mostly stood still. The tools we have on the phones in our pockets are wildly superior to what’s available to us when we engage with our favorite brands. The truth that no one wants to say out loud is that Big Tech has held the customer experience hostage for decades with its giant servers, complex implementations, buried software and expensive contracts. And that’s just not ok with us.
So we founded Edify and built Huddle to seize the opportunity in the void. With customer experience being the final frontier in winning the hearts and dollars of consumers long-term, the brands who prevail are going to be the ones who have tools to do what no one else can. At last, there’s a more predictable, reliable, cost-effective, transparent, full-featured, cloud-native, easy-to-get-and-use, intuitive, accessible, genius single piece of software that’s changing everything.The time for employees to love work, and customers to love companies is here. And finally, so are the tools.
We are Edify. And we’re customers, too.
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot web-based software problems. Technical Support Engineer responsibilities include resolving network issues and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone or video chat and/or provide clear, written instructions and technical manuals.
If you’re naturally a helper, enjoy assisting people with computer issues, and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person of our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Research and identify solutions to web-based software issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Act as a front line of communication for customer’s technical questions, concerns, and issues
Ask customers targeted questions to quickly understand the root of the problem
Regulate customer concerns at a manageable and productive level to mitigate risk
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers with an effective resolution
Basic troubleshooting of API requests will be common
Ensure all issues are logged properly in the correct software
Prioritize and manage several open issues at one time with effective multi-tasking
Follow up with clients to ensure their systems are fully functional after troubleshooting
Prepare accurate and timely reports for clients, management, and executive suite when necessary
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
All other duties assigned
2-3 experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Must have experience in web-based software
Hands-on experience with Windows/Linux/Mac OS environments
Strong understanding of computer systems, mobile devices, and other tech products
Ability to accurately diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Zendesk, Salesforce, ServiceNow)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
At Edify, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.Posted On
October 5, 2021