Job offer: SaaS Support Engineer

Responsibilities

• Develop a deep understanding of technologies and protocols such as SMPP/SMS, HTTP, APIs, TCP/IP, and UDP.
• Troubleshoot and resolve complex technical issues related to cloud communication platforms.
• Provide expert support to ensure seamless communication for end users.
• Offer outstanding and excellent support to developers and enterprises, ensuring a high level of customer satisfaction.
• Communicate effectively with customers to diagnose problems, provide solutions, and guide them through complex technical processes.
• Maintain a customer-centric approach, aiming to exceed customer expectations and foster loyalty.
• Document all customer interactions, issues, and solutions in a ticketing system to ensure they can be easily referenced and reused by
  future team members or for similar situations as part of a comprehensive knowledge base.
• Collaborate with internal stakeholders to ensure effective communication during incidents, keeping customers informed and resolving issues promptly.
• Develop and maintain a comprehensive understanding of the company's products and services to provide accurate information and technical assistance to customers.
• Maintain accurate and detailed records of customer interactions and support activities, including case notes, in the company's CRM system.
• Gather and document customer feedback and product enhancement requests, communicating them to the appropriate teams for consideration.

Qualifications

• B.S. in Computer Engineering, Software Engineering, information Systems Engineering.
• Minimum of 2 + years of recent hands-on experience in client services related positions, preferably in the SaaS industry.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to both technical and non technical audiences. Active listening skills to understand customer concerns and provide appropriate responses.
• Infrastructure Knowledge: Good knowledge of technical infrastructures, networks, servers, software, and database administration and maintenance.
• Technology and Tools: proficiency in using customer support tools, CRM systems, and other software used for managing customer interactions and support tickets.
• Troubleshooting: Expertise in diagnosing and resolving complex technical issues related to cloud communication platforms.

• IT Support

• Location Amman - Jordan
• Industry Information & Communication Technologies
• Job Type Full-Time
• Degree Bachelor
• Experience 2+
• Nationality Unspecified