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About the role
As a Support Engineer at Eptura, you will play a crucial role as the first point of contact for clients seeking assistance. Your responsibilities will include: - Providing technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets. - Managing a high volume of customer interactions across multiple channels while maintaining quality and professionalism. - Upholding quality standards related to case documentation, communication, and response time. - Identifying software bugs and submitting detailed reports, partnering with Tier 2 Support Representatives, and following incident management protocols. - Creating and maintaining internal and external knowledge base articles to empower customers and support teams. Qualifications required for this role include: - 1+ year of experience supporting SaaS software. - Hands-on experience with SQL Server is desired. - Exposure to cloud environments is a plus. - Strong customer service mindset with a genuine passion for helping others. - Proficiency using computers and related software applications. - Understanding of the software development lifecycle (SDLC) and end-user support processes. - 1+ years of experience in client or technical support roles is preferred. At Eptura, the company fully pays for health insurance for your spouse, children, and parents. Additionally, you will receive a flexible working allowance, 25 days of holidays, and 10 public holidays. The company also offers an Employee Assistance Program to support your well-being. At Eptura, they promote a flexible workspace environment free from discrimination. They believe that diversity of experience, perspective, and background leads to a better environment for all employees and a better product for customers. Follow Eptura on Twitter, LinkedIn, and Facebook for updates. As a Support Engineer at Eptura, you will play a crucial role as the first point of contact for clients seeking assistance. Your responsibilities will include: - Providing technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets. - Managing a high volume of customer interactions across multiple channels while maintaining quality and professionalism. - Upholding quality standards related to case documentation, communication, and response time. - Identifying software bugs and submitting detailed reports, partnering with Tier 2 Support Representatives, and following incident management protocols. - Creating and maintaining internal and external knowledge base articles to empower customers and support teams. Qualifications required for this role include: - 1+ year of experience supporting SaaS software. - Hands-on experience with SQL Server is desired. - Exposure to cloud environments is a plus. - Strong customer service mindset with a genuine passion for helping others. - Proficiency using computers and related software applications. - Understanding of the software development lifecycle (SDLC) and end-user support processes. - 1+ years of experience in client or technical support roles is preferred. At Eptura, the company fully pays for health insurance for your spouse, children, and parents. Additionally, you will receive a flexible working allowance, 25 days of holidays, and 10 public holidays. The company also offers an Employee Assistance Program to support your well-being. At Eptura, they promote a flexible workspace environment free from discrimination. They believe that diversity of experience, perspective, and background leads to a better environment for all employees and a better product for customers. Follow Eptura on Twitter, LinkedIn, and Facebook for updates.
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