Technical Support Engineer with Sharepoint experience

Taking ownership and quickly drive to resolution product issues reported by customers. Debug customer reported failures, produce test cases to replicate failure and log issues with QA and Engineering teams. Exhibit technically expertise around assigned Clickability products and/or services. Participation in building training programs to build and maintain knowledge cohesion among the Customer Success organization Maintaining and be actively involved in community forums Active participation in deployment planning, deployment and testing Developing and maintaining an in-depth knowledge and expertise regarding the capabilities of our products and services. Follow-up with unsatisfied customers to ensure their issues are resolved and the customer is satisfied. Proactively monitor and assume ownership of support case queue and turn over. Helping customers solve technical platform issues and lead a technical support team. Prompt follow up until the closure of the case and ensure nothing falls through the cracks. Answering questions from customers and prospective customers about the features and capabilities of our products and be a authoritative figure on the technical capabilities of the product. Engage with Operations, Engineering and Professional Services, understand and continuously improve support and escalation process. Manage case queue and provide leadership in assignment process. Handle, diagnose and resolve escalated customer technical support issues in a timely manner through email and phone. Work with the engineering group to effectively resolve escalated issues. Provide active feedback to engineering regarding product improvements from operations/customer perspective. Work with Services team at different stages of customer on-boarding. Contribute to technical knowledge base. Updating and helping to develop product training material and documentation. Diligently drive improvements to the product and engineering groups on product related bugs and issues.

Salary: Negotiable

Experience: 1-4 years

Vacancies: 1 open vacancies

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