[Remote] Support Engineer I

Note: The job is a remote job and is open to candidates in USA. Cleo is a company dedicated to providing excellent customer service, and they are seeking a Support Engineer I to assist customers with technical issues related to their software. The role involves troubleshooting, providing technical support, and ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities

• Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service
• Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers
• Monitor assigned customer queues and provide appropriate responses to meet stated SLAs
• Escalate urgent problems requiring more in-depth knowledge to the next level of engineers
• Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers
• Provide appropriate, relevant verbal and written content to customers

Skills

• Bachelor's Degree or 1+ years of Technical Support work experience
• Customer Service Experience
• General Operating System Knowledge
• General Networking knowledge
• General Software Knowledge (Installation, Configuration, Migration, Removal)
• Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)

Benefits

• Great Healthcare + Dental + Vision
• Flexible PTO
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave

Company Overview

Company H1B Sponsorship