Who We Are
Founded by engineers passionate about transforming development, our team is comprised of computer scientists, technologists, and subject matter experts. A Global Company With a presence in 7 international locations, the delaPlex team has the ability to share diverse ideas and truly be immersed in global cultures and experience the global community.
Join the delaPlex Team
delaPlex is made up of individuals who are highly knowledgeable and respected in each of their roles. We are committed to our clients success, as well as our internal teams. We go to great lengths to help everyone in our organization succeed, by offering team members the ability to grow into roles with higher responsibility and potential for personal growth. If you have the skills and experience, we're looking for, and are looking for an environment where you are free to work without the burden of unnecessary constraints, then this is the opportunity for you.
Check out our case studies and what your future projects might look like https://delaplex.com/infocenter
Role: Customer Support Engineer
We are actively seeking employees who embody the qualities of a hardworking, receptive, and intelligent worker with the technical knowledge and self-confidence required for success in our organization. Job description: Job Overview: As a Customer Support Engineer, you'll provide top-tier support to our customers and Customer Success Managers. Your role includes diagnosing and resolving software issues, helping customer administrators and users, and answering team questions.
Responsibilities And Duties
- Collaborate with customers and team members to solve technical issues.
- Troubleshoot complex Tier 3 technical problems using deep product knowledge.
- Support various platforms (iOS, Android OS, Windows).
- Offer feedback to Engineering and suggest solutions for common problems.
- Engage with customers at all levels for exceptional satisfaction.
- Manage issues in Zendesk and Jira for timely resolution.
- Provide advanced support, fixes, and solutions to known issues.
- Assist with UI changes, document issues, and take ownership of customer problems.
- Support Training & Enablement by creating articles and automating solutions.
- Meet SLAs and respond promptly to support requests.
- Differentiate issue severity (S1-S4) appropriately.
- Organize tasks to meet SLAs and communicate requirements clearly.
- Efficiently troubleshoot by collecting necessary information.
- Navigate Zendesk effectively and use chat.
- Utilize Zendesk for ticket management and clarity.
- Maintain core product expertise for users.
- Stay updated on product releases for effective configuration.
- Understand configuration options and translate them for customers.
- Support colleagues in understanding processes and policies.
- Take responsibility for work quality and timeliness to meet objectives.
This role demands exceptional customer support and product expertise.
Benefits
- Health/ Medical insurance
- Gratuity
- Employee's Provident Fund (EPF)
- On-job training
- On-site opportunity
- Leaves and holidays
- Workplace security
Skills: ios,product knowledge,customer support,windows,android,zendesk,ui changes,product expertise,communication,software troubleshooting,configuration,problem-solving,chat support,support and maintenance,documentation,policy support,jira,sla management,troubleshooting,technical issues,training
