11 ene
Kalasko
Monterrey
**Senior Support Engineer**
Gouna, Egypt
**Work for the world's smartest in-store media network**
**The problem we're solving**
**Digital retailers use data to study shoppers' online behavior, predict their needs, and eliminate any friction points in the decision-making process.
As a result, they provide shopping journeys that are very low on cognitive stress and therefore high on conversions/revenue.
The problem is that digital-born retailers are moving to the offline world to increase their market share, and physical retailers are lacking the technology to compete with the complex data models digital ones have.
**
**Our Vision**
**Our vision is to make physical spaces more intelligent and engaging than digital ones.
**
**Our Mission**
**Our mission is to harness the power of data by instantly and intelligently delivering highly engaging personalized and profitable in-store experiences.
**
**Our Values**
- **Proactive: We don't wait to be told what to do.
**:
- **Rational: We execute on well-researched ideas.
**:
- **Resilient: We simply don't give up and are determined to succeed.
**:
- **Diverse: Our differences make us stronger as a group and we love that.
**:
- **Social: We work hard and take time to celebrate success.
**
**Job Information**
- **Job Title**:Senior Support Engineer**
- **Department**: Support**:
- **Job Location**: Mexico, Monterrey.
**:
- **Employment Type**: Full Time**:
- **Reports To**:Support Team Lead**
**Job Purpose**
**A Senior Support Engineer works to primarily address technical issues relating to software implementation, function, and upgrades.
They resolve our customer-submitted tickets promptly and create product problem reports and troubleshooting documents for each issue.
A Senior Support Engineer will also work closely with our technical teams to identify and resolve any technical problems that might arise in the production environment.
**
**Responsibilities**:
- **Respond to customers who are experiencing technical issues with our products**:
- **Oversee and follow up on customers' unresolved tickets**:
- **Escalate unresolved issues to appropriate internal teams (e.g.
software developers)**:
- **Prioritize and manage several open tickets at one time efficiently**:
- **Ensure all issues are properly documented and logged**:
- **Develop customer relationships through professional, dependable, and accurate interactions**:
- **Generate and manage best practice resolutions for intouch self-service knowledge base**:
- **Monitor ticketing system to ensure the quickest, most efficient responses to customer complaints**:
- **Coach,
develop and mentor the junior members to deliver superior customer support**:
- **Work hand in hand with the engineering team to improve customer experience and avoid recurring issues**:
- **Develop a rich knowledge base of frequently asked questions for all products**:
- **Continually seek opportunities to increase customer satisfaction and deepen client relationships**:
- **Ensure service levels are always maintained and constantly seek ways to improve the delivery of customer support**:
- **Extend technical support on software for internal and external clients**:
- **Offer proactive communication to clients, account managers, and project managers**:
- **Troubleshoot clients reported technical issues on code/database level**
**KPIs**:
- **Number of tickets resolved**:
- **Average response time**:
- **Ticket backlog**:
- **First contact resolution**:
- **Resolution quality**:
- **Communication quality**:
- **Service level agreement**:
- **Customer satisfaction score (C-SAT)**:
- **Self-development**:
- **Escalation rate**
**Work Environment**
**A Senior Support Engineer usually works in an office setting, has shift-based working hours, with a clean and well-lit office environment.
Though they tend to work in a rather casual setting, the environment overall is focused, dynamic and driven.
**
**Internal and External Communication (Stakeholders)**
- **Customer Success team**:
- **Product team**:
- **Engineering team**:
- **External Clients**
**Experience**
- **2 - 7 years experience as a Software/Technical Support Engineer**:
- **Experience in the Software Development**
**Education, Certifications, and Training**
- **Bachelor degree in Computer Science, Information System or any other related field**:
- **Technical background with knowledge of software development and web technologies**
**Language Skills**
- **Excellent level in the English language (Writing, Speaking, Reading, Listening)**:
- **Spanish language is a plus**
**Technical Skills**
- **Knowledge in using Windows/Linux/Mac OS environments**:
- **Knowledge in using help desk software (eg.
Zendesk, Freshdesk)**:
- **Knowledge in using G-suite**:
- **SQL/No-SQL fundamentals**:
- **Software development language (eg.
NodeJS, Angular, Java,..etc.
)**
**Competencies**
- **Attention to details**:
- **Communication and presentation**:
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.