Customer Support Engineer L1 & L2

Company Overview

Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing global enterprise software company. We focus on managing compensation and performance for the world’s largest companies. This means we work with the most exciting brands worldwide to support mission-critical business processes. We help our customers attract, retain, and motivate talent by offering their employees fair, transparent, and effective compensation. In that way, we help companies succeed while making their people happy.

At beqom, you'll be surrounded by passionate, hardworking, and smart individuals that are dedicated to our mission of making people happy. If that sounds inspiring to you, let’s get in touch!

Job purpose

In the role of a Customer Support Engineer L1 & L2, you will be part of our global organisation and will be serving our customer base by managing their L1 & L2 incidents on a 24/7 schedule. You will be supporting beqom’s solution and its underlying ecosystem. This is a great opportunity to learn and evolve with the company as we go through this period of hyper growth.

Duties and responsibilities

The candidate should have previous experience in Customer Support, preferably in international environments. The person should have a high sense of ownership of the domain he or she is responsible for. Some of the activities are (but not limited to):
 

• Become a solution expert
• Manage L1 & L2 incidents for our customers around the world
• Work with the queues and case tracking system, effectively triages and resolves complex application issues to departmental standards whilst maintaining high levels of customer satisfaction during the currently established hours of operation
• Be able to constantly track every request from the beginning until its escalation or resolution
• Take part in follow-up meetings with the different teams of the organisation involved in the resolution of a given topic
• Partner with other functional areas to manage the resolution of cases that involve multiple areas of both business and technical expertise
• Handle directly the troubleshooting phase including phone communication and remote sessions with the stakeholders
• Debug beqom product issues on QA environments
• Support customer functional requirements and data integration into the beqom platform
• Update, maintain and enhance the knowledge base
• Be able to provide remote on-call shifts to make sure our customers are happy!

Must have

• Experience in troubleshooting and working with SSRS, SSIS, MS SQL Server and Microsoft BI
• Analytical thinking and the ability to understand complex problems quickly
• Structured and solution-oriented way of working, even under pressure
• General knowledge of the Windows Azure infrastructure and Cloud/SaaS business applications
• Experience with Support & ITIL processes
• Self-confident to drive conversations with customers
• Fluent in English
• A self-starter and proactive mindset

Why join us?

• Dynamic environment favouring initiative and autonomy
• Great opportunity to learn on the job and expand horizons!
• Strong company culture: check our Glassdoor reviews!

Base pay/salary: New York, NY $90,000 - $110,000 / year