Customer Support Engineer
The Customer Support Engineer provides technical assistance to Applause end users (internal and external) using problem solving skills and a customer first attitude. They will prioritize and diagnose problems and drive them to resolution. This individual has strong communication skills and will keep parties up to date on issue status and ensure timely responses. They will be asked to recommend and implement improvements to existing support tools, procedures, and processes. They may be asked to provide training and mentorship to other team members. A flexible, can do attitude is a must for success in this business critical role.
Who We Are
Applause is one of the hottest tech companies in Boston. We empower global brands to deliver flawless digital experiences to their customers on any device, in every location.
We put your innovation directly into the hands of the worlds largest, global community of 300,000+ professional and everyday testers, using software on every device, operating system, in any location imaginable. Our unique approach goes beyond the limitations of automation and offshoring to give you authentic, input and insight, from real people in real-world settings.
Thousands of the worlds leading digital brands including Google, Uber, Michael Kors, Slack, and FOX rely on Applause to delight customers, increase their top line and innovate faster.
Applause has a winning culture, fantastic benefits and tons of potential for career growth.
What Youll Do
Support all solutions in the Applause Product Excellence Platform
Screen and triage inbound customer support requests
Respond to and resolve issues across a variety of channels, including phone, email and chat
Manage escalation process to Engineering, following up on tickets and closing all communication loops
Maintain customer knowledgebase
Identify trends and recommend improvements to Product team for consideration
What We Require
. 2-5 years of customer service experience
Strong troubleshooting and problem solving skills
Highly technical with an understanding of various mobile and desktop languages and operating systems
Strong written and verbal communication skills
Experience working with global teams and resources
. Knowledge of basic SQL queries a plus
. Adaptability to work in a fast-paced and constantly changing environment