Consumer Technical Support Engineer SugarSync

Overview

SugarSync is looking for a talented support engineer with a passion for delivering awesome end-user support. You may be the person we?re looking for if you have a strong desire to achieve high customer satisfaction and possess the ability to understand and resolve complex technical issues, use common sense, and can think on your feet.

Job Description: Responsible for providing consumer customer and technical support via phone, e-mail and chat as required. Works with customers to identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all SugarSync products. Escalates unresolved issues to the appropriate channels. Works under minimal supervision on advanced technical or unusual support problems.
Duties:

Provides basic to highly complex technical support to resolve installation/set up, configuration and usability questions for end customers
Troubleshoots software, hardware and network problems and provides 3rd party support referrals as necessary.
Thoroughly documents new issues (bugs) providing sufficient information to help development diagnose issues. Attempt to reproduce when possible.
Provides account and billing related support. Authorizes service cancellations and exception-based service extensions within established guidelines using SugarSync?s Admin system.
Resolves customer problems and questions via phone, e-mail and chat.
Refers to training, collaborates with associates, and exercises common sense on problem resolution.
Responds to customer email using KB articles, templates as well as formulating personalized responses.
Exercises good judgment by involving T3 Technical Support Engineers and management in resolving customer issues as necessary.
Escalates unresolved customer issues in a timely manner
Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
Accurately categorizes customer issues and their resolutions using SugarSync?s CRM system.
Correctly uses tools, resources and processes

Skills:

Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
Must be a logical thinker and understand the concept of synchronization products. Must be cautious and thoughtful when remotely accessing a customer?s computer as a means to troubleshoot.
Ability to collaborate and function well in a close team environment
Working knowledge or familiarity with synchronization products is a huge plus. Strong experience resolving OS technical issues, (Windows & Mac)
Knowledge of personal and corporate network technologies (firewalls, VPN, proxy server configurations, Windows TCP/IP), and relevant protocols.
Broad skills in wireless technologies (mobile devices/browsers/gateways, specifically WM5/6, Blackberry, iPhone, etc.)

Experience/Education:

Requires BS degree plus 1-2 years of experience in a technical support environment. Prior technical support of consumer products/services is required.
Application installation, deployment and support experience highly preferred.
Previous experience with CRM systems and preferably billing software preferred.

Location:	San Mateo, CA United States