Product Support Engineer - US Remote (CST or EST)

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Written by AI from the job title and company, not by Feefo, so some details may not match this job. The employer's own page has the real description.

Overview

The Product Support Engineer at Feefo is pivotal in ensuring the seamless operation and user satisfaction of our innovative products. This role will involve providing technical support to customers, troubleshooting issues, and enhancing product functionality based on user feedback. The ideal candidate will possess a strong understanding of software systems, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders, all while working remotely in CST or EST time zones.

Job Responsibilities

• Troubleshoot and resolve customer issues related to Feefo products in a timely manner.
• Provide technical support and guidance to users via email, chat, and phone.
• Document issues and resolutions to improve the knowledge base and support processes.
• Collaborate with product teams to communicate customer feedback and suggest improvements.
• Conduct product demonstrations and training sessions for clients as needed.
• Assist in the integration of Feefo products with other software applications.
• Participate in the testing of new features prior to product releases.
• Stay updated with the latest product developments and industry trends.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support or engineering role.
• Strong understanding of software troubleshooting methodologies.
• Excellent communication skills, both verbal and written.
• Experience with customer support software and ticketing systems.
• Ability to work independently and manage multiple priorities effectively.
• Familiarity with APIs and web services is a plus.

Technologies & Tools

The Product Support Engineer will utilize a variety of technologies and tools, including customer support platforms such as Zendesk or Freshdesk, collaboration tools like Slack and Microsoft Teams, as well as ticketing systems to manage customer inquiries. Familiarity with software debugging tools and understanding API documentation is also essential in addressing client issues effectively.

Ideal Candidates

Ideal candidates for the Product Support Engineer position at Feefo demonstrate a passion for technology and customer service. They possess analytical thinking skills and a tenacity for solving complex problems. Their ability to engage positively with customers, along with a proactive approach toward continuous learning and improvement, will set them apart. The candidate should be adaptable and enthusiastic, embracing the challenges that come with a remote working environment.