Primary Role: Technical Support for ScreenMeet Customers
- Provide first line response and resolution to customer questions and issues through skillfully managing customer problems (debugging, troubleshooting, and ensuring issues are fully resolved).
- In a troubleshooting capacity, apply browser dev tools for HTTP monitoring and error detection, use network tools like ping, tracert, and Wireshark, and employ logging tools such as Kibana and Windows Event Viewer.
- Assist customers during onboarding process with training and troubleshooting; provide feature explanations and best practices.
- Research, document, and prioritize customer issues, leveraging tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
- Demonstrate exceptional analytical, troubleshooting, and problem-solving expertise.
- Manage customer expectations and the customer experience to maximize customer satisfaction.
- Become an expert in the features and functionality of the product and how it integrates with partner tools.
- Stay current on product releases, assist in QA testing when called upon, and assist in preparation of release notes.
- Participate in team operational activities including team meetings, responsiveness to various asks, collaboration on cases through Slack, etc.
- Create and curate knowledge content and assist in keeping product documentation current (product documentation, knowledge base, video training)
- Participate in off hour coverage of support desk.
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Secondary Role: Customer Success Support
- Monitor account activity for trends that may impact health.
- Create customer-facing usage reports to send on a regular basis.
- Assist support in creating tools and processes that drive to increased retention.
Secondary Role: Customer Demonstrations
- Provide product demonstrations to prospects for expansion and / or new customers when called upon (when the Sales Engineer is too busy, smaller opportunities, upsell, etc.)
Your Background
- Associates or Bachelor's degree in Computer Science or a related field.
- Minimum of 5 years of experience in a technical support role.
- Experience with browser development tools.
- Experience with networking tools (ping, tracert, and Wireshark) and event viewer logs.
- Familiar with logging tools such as Kibana.
- Experience with Salesforce, ServiceNow, or Tanium.
- Experience with Remote Support applications such as Bomgar, LogMeIn, or TeamViewer.
- Excellent written and verbal communication skills.
- Experience with ticketing systems such as Jira.
- Ability to adapt to high paced environment with shifting priorities.
- Ability to multitask and perform effectively through strong time management skills.
- Experience working with and troubleshooting within a variety of internet browsers - Chrome, Safari, etc.
- Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
- Experience with reading/writing HTML, APEX, JavaScript and CSS.
- Experience supporting high-profile enterprise customers across complex networking and security environments, including VPNs, proxies, firewalls, endpoint management, and MDM tools.
- Preferred certifications (not required): CompTIA A+, Network+, Security+, or CRM platforms such as ServiceNow or Salesforce (or equivalent).
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Logistics
- 100% remote.
- Time zones: All, preference to Eastern Time Zone.
- Willing to work outside normal hours periodically as part of rotating coverage of the support desk.
- Willing to travel for periodic meetings and events.
Salary
This position offers an $90,000 - $110,000 potential On Target Earnings per year, based on experience, location, and achievement.
Please include a cover letter and resume with your submission.
