Technical Support Engineer SugarSync
THIS JOB HAS EXPIRED SugarSync is looking for a talented support representative 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. SugarSync's cloud storage and syncing platform has been described as "The Next Killer App" by the Enderle Group, and as "the best solution I have tested to replicating and synchronizing your files across multiple computers" by Walt Mossberg of the Wall Street Journal. Comprehensive benefits and compensation plus equity package are provided. The position is based in our San Mateo, CA headquarters.
Key Traits Desired:
You can provide technical support for a diverse range of customers including first time computer users to software engineers.
Ability to troubleshoot technical problems and to document clearly problems, bugs, solutions and/or feature requests.
Great communication skills and ability to work with others.
"No one told me to work on that problem" isn't in your vocabulary. Only self-starters need apply.
You have a have a sense of humor that can make light of a difficult situation and yourself. (We have fun in our job and want new additions to the team to be just as fun as we are)
Responsible for providing consumer customer and technical support via phone, e-mail and chat as required.
Work 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 in a timely manner. Works under minimal supervision on advanced technical or unusual support problems.
Thoroughly document new issues (bugs) providing sufficient information to help development diagnose issues. Attempt to reproduce when possible.
Provide account and billing related support. Authorizes service cancellations and exception-based service extensions within established guidelines using SugarSync's Admin system.
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.
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 troubleshooting processes.
Outstanding listening and probing skills.
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.
Ability to collaborate and function well in a close team environment.
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, specifically Android, iOS, and Blackberry, etc.).
Prior technical support of consumer products/services is required.
Minimum 2 years of experience in a technical support environment.
Previous experience with CRM systems and billing/account management tools highly desired.
||San Mateo, CA |
THIS JOB HAS EXPIRED