Customer Support Engineer 

About the Role

Customer support engineer is expected to bring a high level of technical knowledge of both Everworker and 3rd party products, communicate efficiently, collaborate with other team members to improve team knowledge and maintain a high level of customer satisfaction, as well as operate as a first line of contact for business customers.

Collaboration and communication terms 

1. Superior: Manager 
2. Functional: All customer support functions
3. Collaboration: All company departments  

Representation 

Represents the company in relation with customers, partners, people/organizations in the country and abroad, in contact for business.

Job responsibilities and tasks: 

Responsibilities include but are not limited to: 

• Provide in depth/expert technical support and troubleshooting for Everworker clients via telephone, email, and web conferencing. 
• Assist in escalation cases via internal and external distribution lists. 
• Analyze, diagnose, and provide solutions and/or workarounds to Everworker software, operating systems, networks and applications in relation to Everworker product problems/questions. 
• Monitor ticket queues for SLA compliance, including update and work of cases in a timely manner. 
• Maintain strong customer rapport and excellent, timely communication. 
• Communicate effectively with other Support, Sales, QA and Development teams. 
• Point of contact and on-call responsibilities for high priority, highly complex issues. 
• Manage and reduce ambiguity. 
• Operate in an environment with frequent changes, as well as stressful situations. 
• Routinely train and mentor less experienced engineers. 
• Perform other duties as assigned. 

General tasks and responsibilities: 

Assume and comply, when carrying out any work activities, the general obligations of employees on: 

• Legislation compliance. 
• Etics and representation. 
• Protection of data. 
• Use of information systems. 
• Emergency situations. 
• Protection and occupational health. 
• Fire safety. 
• Physical protection. 
• Use of resources. 
• Environmental protection. 
• Other obligations explained in local country and employment documentation 

Conditions provided for employee: 

1. Material conditions of work:  
   - General package of resources allocated to all employees with access to all internal tools. 
   - General resources available to those who needed. 
2. Working program:   
   - According to Company Internal Rules and Regulations with temporary changes to ensure the smooth running of customer support and sales activities.  
3. Salary package:   
   - As specified in the employment contract and as is specified in Company Internal Rules and Regulations.  

Job skills:  

  I Skills  

1. Self-education on customer service and technical related matters. 
2. Ability to quickly learn, understand and explain technical information to users of different IT background. 
3. Ability and desire to take ownership and responsibility of client issues through resolution. 
4. Keeping track of new product releases as well as marketing updates. 
5. Capacity for innovative thinking and problem-solving. 
6. Good communication skills. 
7. Capacity to self-improve. 
8. Ability to meet deadlines. 
9. Capacity to understand clients’ needs. 
10. Negotiation and active-listening skills. 
11. Responsibility. 
12. Stress resistance. 
13. Ability to work in a fast-paced environment. 
14. Excellent time management skills. 
15. Sense of initiative. 

II Behavior  

1. Irreproachable behavior and decent human relations. 
2.  Team player. 
3.  Emotional balance. 
4.  Coordination skills. 
5.  Organized. 
6.  Responsibility. 
7.  Responsiveness to professional requirements. 
8.  Serious, rigorous, positive attitude. 

Evaluation criteria  

1. Monitoring and compliance with individual performance indicators (KPI) specified in the internal evaluation system, notified to the employee, according to the latest published version. 
2. Compliance with established team service level agreements. 
3. Timely reporting of activities in existing internal systems. 
4. Service availability and performance. 
5. Confidentiality and data integrity. 
6. Compliance with deadlines, schedules and compliance within the budget. 
7. Quality performance.  

Reference documents  

1. Work Contract 
2. Company internal rules and regulations 
3. Legal documents such as non-disclosure agreement etc. 
4. All internal procedures