Jobs

Support Specialist

Position Overview:
Engage3 Powered by Dexi has an opening for a Support Specialist.
As a Support Specialist, you will serve as the first point of contact for clients using our solutions. You’ll play a crucial role in ensuring customer satisfaction by troubleshooting technical issues, providing product guidance, and escalating problems when necessary. You’ll collaborate cross-functionally with other departments to deliver an exceptional customer experience.

Key Responsibilities:

• Provide first-tier technical and product support via email, live chat, and ticketing systems.

• Diagnose and troubleshoot issues related to platform usage, data accuracy, and account configuration.

• Escalate complex or unresolved issues to Tier 2 support or Engineering teams, ensuring thorough documentation.

• Guide users through platform features and functionality with clarity and patience.

• Identify and report bugs or usability issues to the corresponding teams.

• Collaborate with Customer Success Managers to ensure proactive support and client satisfaction.

• Assist in the development and upkeep of internal and customer-facing documentation (FAQs, help articles, training materials).

• Contribute to continuous improvement of support workflows and tools.

• Monitor and report key support metrics.

The Recipe for Success

• Demonstrate a methodical, proactive, and results-focused approach to customer communications.

• Manage multiple end-users communications and work at the correct level of detail.

• Build and maintain efficient working relationships with remote teams.

• Take ownership of and accountability for relevant products and services, ensuring end-users feel confident in the decision to choose Engage3 powered by Dexi.

• Take pride in the value that you and your team deliver to our customers.

• Follow and be up to date in new and emergent technologies

• Communicate clearly and confidently with a variety of audiences, from junior developers to senior management.

• Be open to a global, diverse, and multicultural workplace.

• Balance great user experience with commercial and business needs.

• Break down complex problems into steps that drive delivery at speed.

What you’ll need

• Excellent communication skills, including active listening

• Proficiency in using remote support tools, help desk software, and CRM software.

• Service-oriented and able to resolve customer grievances.

• Knowledge of, or ability to learn about, products, services, or areas of customer service specialization.

• Excellent time management and organizational skills

• The ability to lead actions and provide technical guidance to team members

• The ability to quickly grasp new technologies and development processes

• Confidence and clarity of communication

• Proficient with Microsoft Office applications.

• A bachelor's degree in IT or a related field is preferred.

• Being flexibly able to work during US hours (rota basis)