Technical Support Specialist

Company: Caspio Inc. - the IT product company based in California, USA.

Our motto - Now anyone can build online database applications in minutes without coding.

Offices: Santa-Clara (California), Dnipro (Ukraine), Krakow (Poland), Makati (Philippines).

Our clients:The New York Times, Philips, Reebok, government agencies, universities, nonprofits and diverse organizations around the world.

Region:This role will provide support to customers around the globe, with a high focus on the US market and will cover US hours (i.e Night shift 3PM-12AM (EET)).

The Technical Support Specialist for Tier 1 will assist customers with web application and database questions and issues with broad understanding of our product.

You have required skills:

• Excellent written and oral communication skills in English
• 1 year of experience in technical support role
• Strong Web programming, HTML, and database skills
• Ability to anticipate, prioritize, assess, and meet needs of internal and external customers while providing excellent customer service
• Good listening skills and capable of comprehending and identifying the issue
• Flexibility to work rotating shifts including weekends
  

Your Responsibilities:

• Ensure timely response and resolution of customer cases according to service standards and best practices
• Answer questions about the features and capabilities of our platform and promote new features and extensions as appropriate. Provide advice and solutions to meet customers' needs
• Research and troubleshoot routine technical issues and direct customers to additional sources of information (i.e. online tutorials, FAQs, KB, etc.)
• Escalate issues to the Tier 2 team when necessary with all relevant and required information. Coordinate hand-off with Tier 2 and set customer's expectations for follow up
• Assist with research on complex problems as a team
• Perform UAT during product release and report bugs and feature requests to the product team
• Document FAQs and develop product and training guides for internal and customer use.
• Share customer feedback, pain points, feature requests, and make recommendations regarding the product and service quality as a customer advocate within the team.
• Evangelize customers and recognize opportunities to go beyond standard processes to retain or acquire a customer
• Maintain and expand proficiency of Caspio Bridge, HTML, CSS
• Adhere to established best practices and contribute to updates

We offer you:

• Complete health insurance that includes dental care, massages
• Gym, swimming pool services
• Modern and cozy office in the city center
• Team lunches, casual gatherings and corporate events
• Stable job in product company with regular activities

Please, follow the link to apply: https://www.caspio.com/job-position-details/?Position_ID=583&Job_Title=Technical%20Support%20Specialist