Customer Support Engineer

Your Role and Impact

As a Customer Support Engineer, you will be the first point of contact for HYPR customers when a support issue occurs. A strong customer centric mindset is a critical success factor for the role. You will be actively engaged with our ticketing and call center systems. You will triage and attempt to resolve customer reported issues at the first point of contact. You will help to coordinate solutions by involving appropriate support teams or internal resources and escalating when appropriate. Being an operational and process-based person, you always look for situations where customer experience could be enhanced/improved and offer recommendations to enhance/improve our customer’s experience.

Key Responsibilities

• Actively answer calls and respond to tickets during your assigned shift
• Provide Tier 1 product support for HYPR customers
• Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues
• Assist users by providing product support via HYPR’s phone and ticket systems
• Leverage internal teams to provide next level support
• Identify potential larger issues in real-time
• Keep support management updated on trending issues
• Look for potential situations in which an improvement in process efficiency or customer experience is possible

Requirements

• Must have call center experience, triage and technical troubleshooting skills
• Degree/Certification or equivalent practical experience
• Two plus years of experience working in a Support/Service/Help Desk/Call Center Role
• Ability to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer’s issue
• Excellent analytical, organizational, interpersonal and teamwork skills
• Ability to adjust quickly to changing priorities and make quick decisions with available information.
• High-level triage and troubleshooting skills
• Outstanding customer service, prioritization, multitasking, communication, and leadership skills
• Ability to troubleshoot and think outside the box when needed
• Basic understanding of Windows and Mac operating Systems
• Basic understanding of networking concepts (DNS, HTTP, IP, etc)
• Ability to review mobile, computer, server logs and determine where the issue resides
• Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments
• Knowledge of SaaS and cloud computing infrastructure
• Eligible to work in the US

Salary

$60,000 - $75,000 (USD)