Technical Support Engineer working on Saviynt's AI - powered identity platform. Support customers by troubleshooting issues and providing technical analysis on production incidents.
About the role
- Support Analyst addressing technical challenges for PlayOn platform, enhancing customer experience and resolving issues proactively. Engaging directly with clients to support their needs in a dynamic environment.
Responsibilities
- Take initiative to identify potential issues before they escalate, reaching out to clients with tailored solutions that enhance their experience.
- Leverage your strong analytical skills to diagnose and resolve technical problems efficiently, ensuring clients receive timely and effective support.
- Make proactive calls to clients to check in, assess their needs, and provide updates, fostering strong relationships and a sense of partnership.
- Work closely with the support team to share insights and strategies that drive rapid resolution of client issues while maintaining high customer satisfaction.
- Identify opportunities for process enhancements and share feedback to improve our support operations, tools, and customer interactions.
- Stay informed about the latest product updates and industry trends, equipping yourself with the knowledge to provide outstanding support and guidance to clients.
Requirements
- High school diploma or equivalent required.
- Strong problem-solving skills with the ability to work independently and collaboratively.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical stakeholders.
- Strong customer service skills with a passion for providing exceptional service.
- Ability to work under pressure in a fast-paced environment.
- Experience with ticketing systems and other technical support tools.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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