Application Support Engineer
2 weeks ago
Responsibilities:
• Efficiently handle client inquiries as the initial point of contact, providing solutions via various communication channels.
• Manage technical problems pertaining to digital card issuance processes, liaising with the engineering team when required.
• Document encountered issues and their resolutions in our support knowledge base to improve self-service options for clients.
• Lead the onboarding process for new clients, ensuring they can fully utilize our platform’s capabilities.
• Regularly review client accounts and conduct check-ins to proactively address potential issues and identify growth opportunities.
• Disseminate insights and updates about our products to ensure clients are well-informed and derive maximum value from our services.
• Collaborate closely with the product team to report and prioritize recurring customer feedback and feature requests.
• Work with the engineering team to manage issues, providing clients with clear progress updates and timelines.
• Attend internal meetings to represent the customer's voice and advocate for enhancements that meet their needs.
• Utilize support and CRM tools such as JIRA Service Management, Zendesk, Salesforce, or similar to manage customer interactions and issues.• Proficiency in Cisco Technologies is a must.
• Familiarity with Citrix Technologies is required.
• Hands-on experience with Cloud Technologies.
• Knowledge of Dell Technologies is necessary.
• Expertise in Firewall Technologies is essential.
• Proficiency in Active Directory is expected.
• Experience with Backup Technologies is required.
• Must have a strong understanding of Computer Hardware.
• Experience in Configuration Management is needed.
• Excellent Customer Service skills are required.
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