Technical Customer Support Engineer

About Us

Finance in a Box is a G&A Consulting firm based in California, USA. We provide outsourced CFO/Controller services to companies around the world. In addition, we assist companies with building accounting teams.

Job-Overview

Job Title : Technical Customer Support Engineer

Job Location : 100% Remote

Job Shift : US PST Shift (8.30 pm- 5.30 am, IST)

Our client seeks a dedicated and experienced Support Engineer for an offshore role. The ideal candidate will have a solid technical background, exceptional communication skills, and a passion for delivering outstanding customer service. If you have a strong aptitude for troubleshooting, a background in SaaS, and are familiar with Google applications, cloud platforms, and SQL, we encourage you to apply.

Responsibilities and Duties

• Customer Interaction:
• Interact with customers to understand and troubleshoot technical issues they are facing.
• Provide prompt and courteous responses to customer inquiries through various channels (email, phone, chat, ticketing system).

Technical Troubleshooting:

• Diagnose and resolve technical hardware and software issues.
• Investigate and troubleshoot complex technical problems escalated by customers.

Product Expertise:

• Develop and maintain a deep understanding of the company's products or services.
• Provide guidance on product features and capabilities to customers.

Documentation and Knowledge Base:

• Accurately document troubleshooting steps and resolutions.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.

Issue Escalation:

• Escalate unresolved issues to the appropriate internal teams (such as engineering or development) and follow up to ensure resolution.

Customer Training and Support:

• Conduct training sessions or create user guides to help customers better utilize products.
• Assist customers with product setup, configuration, and integration.

Quality Assurance:

• Participate in testing new product releases and updates to identify and report bugs or issues.
• Provide feedback to the product development team based on customer interactions and experiences.

Team Collaboration:

• Collaborate with cross-functional teams including sales, product management, and engineering to ensure a seamless customer experience.
• Share knowledge and best practices with peers to enhance the overall support team effectiveness.

Customer Feedback and Improvement:

• Gather customer feedback and insights to advocate for improvements in product functionality and customer service processes.
• Identify trends in customer issues to proactively address common concerns.

Preferred Qualifications

• Bachelor's degree in a Computer Science-related field.
• At least 3 years of experience in a customer-facing technical position, preferably within a SaaS company.
• Proven ability to provide exceptional customer service with a strong emphasis on customer satisfaction.
• Exceptional troubleshooting skills and experience in resolving a range of technical issues.
• Proficiency in written and verbal communication in English, including the ability to articulate complex technical processes via email and phone support.
• Extensive knowledge and understanding of Google applications, query tools, and database systems.
• Familiarity with Python, YAML, Cloud Platforms (Google Cloud Platform, Azure, AWS, etc.), and fundamental networking/IT knowledge.
• Strong SQL skills.
• Ability to work in US West Coast hours.

Benefits

• Financial: Competitive salary
• Work-Life Balance: Flexibility on vacation and time off
• Health: Healthcare paid by the company
• Remote Work: Work from home

If you are interested in a position with growth potential, kindly send your current CV/resume to [email protected] along with your current & expected remuneration & notice period.

Competitive compensation and advancement opportunities await! Looking forward to hearing from you.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.