Support Engineer I

Stellenbeschreibung:

Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.
Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.
Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.
Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).
Document troubleshooting steps, resolutions, and customer communications accurately within support systems.
Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.
Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.
Share knowledge and best practices with team members to continuously improve support effectiveness.
Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.
Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.
Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.
Strong customer service orientation with a passion for helping customers succeed.
Basic understanding of Windows and Linux operating systems.
Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.
General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.
Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
Strong written and verbal communication skills.
Ability to prioritize multiple issues and work effectively in a fast-paced environment.

Core Competencies

Demonstrates expertise in customer support, technical troubleshooting, and effective communication while leveraging AI tools for enhanced efficiency. Proficient in software lifecycle management and foundational networking principles to deliver exceptional service.