Service Desk Engineer supporting internal IT services and web applications at CV - Library in a hybrid working pattern. Troubleshooting incidents and enhancing operational efficiency with ITSM tools.
About the role
- Technical Support Engineer delivering exceptional support and troubleshooting for Nooks' SaaS platform. Collaborating with engineering teams to enhance user experience.
Responsibilities
- Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
- Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
- Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
- Identify patterns in support requests to address root causes, anticipate user needs, and improve the product.
- Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
- Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries
Requirements
- 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.
- Demonstrated success providing support through Slack, live chat channels, and email.
- Proficient in real-time troubleshooting, including video conferencing and remote access.
- Excellent written and verbal communication skills.
- Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
- Proven ability to work independently and manage multiple tasks efficiently.
Benefits
- Health insurance
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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