This is not your typical customer service or IT helpdesk position. This is also not a position for the networking faint of heart. Our Customer Support Engineer team has some mad network troubleshooting skills and they know how to use them! If this sounds like you, then keep reading. And be sure to check out our many perks & benefits below.
Do you have the patience required to help customers through both simple and complex technical issues? Would you be able to confidently respond to, troubleshoot, resolve and document customers’ incidents in a timely fashion?
We are seeking Customer Support Engineers (CSEs) who can actively exercise independent judgment, while communicating with customers professionally via phone and web through configuration and troubleshooting processes.
The dailywork of a Bomgar CSE consists of:
Providing software status updates and support to customers through their appliance installation and configuration stages.
Processing all reported customer incidents in a timely manner according to Service Level Agreements.
Communicating with customers verbally or in writing in a professional, efficient, pleasant and helpful manner. If text lingo is your predominant communication style, this is not the job for you. Since you’ll be communicating via phone and web, your written and verbal communication skills must be top notch.
Resolving customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources.
Documenting all interaction with customers, including communication and resolutions.
Working with Product Support Engineers to resolve or escalate more complex issues.
Serving as liaisonwith hardware vendors on warranty repairs.
Actively participating with other Technical Support engineers in a team-oriented culture and assist other internal groups.
