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Technical Support Engineer ›

Filevine

Filevine

IT, Customer Service
Salt Lake City, UT, USA
Posted on Friday, February 17, 2023

Responsibilities:

  • Work directly with customers to investigate and resolve technical issues.
  • Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us.
  • Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience.
  • You may:
  • Communicate up-sale opportunities with the Sales Department.
  • Work with Product Owners to help them understand customer needs.
  • Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships.
  • Help the Training team identify where customers may need more targeted or thorough training.
  • Assist the recruiting and HR teams by shaping Support team onboarding procedures.
  • Participating in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams.
  • Develop and maintain resources by:
  • Writing internal knowledgebase articles
  • Recording tutorials
  • Contributing to the continuous improvement of our Support site
  • Training other client-facing teams on basic troubleshooting steps
  • Presenting in company meetings about updates to Support processes or tools
  • Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience.

Minimum Qualifications:

  • Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers.
  • A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies.
  • Ability to work with new technologies and assimilate information rapidly.
  • 1-3+ years experience in Customer Support or similar customer service/technical support role.
  • College graduate with a technical degree or equivalent hands-on experience
  • Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity.
  • A strong desire for growth and career advancement.