Offer summary

Qualifications:

Degree in computer science or engineering, or equivalent work experience., Over 3 years of technical support or help desk experience, preferably in SaaS., Strong communication skills, both written and verbal., Experience with Microsoft 365 and NetSuite is a plus..

Key responsibilities:

Support customers to ensure successful use of Appficiency NS and Microsoft 365 products.

Respond to support tickets and resolve issues within SLA timelines.

Gather customer feedback to improve products and services.

Create and maintain knowledge base articles and report on support metrics.

Job description

Empowering Business with innovative software solutions, we develop cutting-edge, adaptable, and integrated solutions for Microsoft & NetSuite environments - helping businesses thrive with tailored software enhancements. Our product range from collaboration & productivity, security, Compliance & Governance, and Oracle NetSuite tools to help maximize your software ecosystem capabilities & investments.

The Value

At SnapOn Software, we believe in career paths with no ceiling. As a part of our new and quickly evolving sales team, you will have the opportunity to grow and develop the team alongside your own career. If you have an entrepreneurial spirit and excel when carving out your own path, this is the role for you! The opportunity to grow your career with SnapOn Software is endless. While being a part of a new team, you will also be surrounded by experienced leaders who believe in teaching rather than telling, developing you through shadowing, lessons learned, observation, and feedback. With a new team you will have the opportunity to get exposure to multiple industries, aspects of the business, and areas of sales that are hard to come by in structured, well-developed sales teams. Our goal is to create a career path that matters to you.

The Grind

We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the interchange of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative.

No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.

The Talent

As a Product Support Engineer at SnapOn Software, you will play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products. This associate level role is designed for individuals who are eager to learn and grow within product support. You will work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience and help customers maximize the value of their NS systems.

The Commitment

Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's.
Gathering customer feedback to improve the products or service and enhance the overall customer experience.
Create and send CSAT reports for their own customers
Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's.
Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends.
Creating and editing existing knowledge base articles and video content.
Representing customer needs and interests within the company to drive product roadmap and service improvements.
Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed.

The Essentials

3+ years in technical support or help desk experience, preferably at a SaaS company
Degree in computer science/engineering, or equivalent work experience
Creative troubleshooter, with an analytical approach to problem solving
Strong written and verbal communication skills, highly organized and capable of multitasking
Self-motivated and can work autonomously in a high-speed environment
An owner’s mindset - you don’t shy away from the hard stuff