Support Engineer managing Windows infrastructures for leading IT service provider. Responsibilities include administration, patch management, and implementing workplace solutions.
About the role
- Intern supporting customer success and technical support at Skedulo. Collaborating with teams to enhance customer service and technical resolutions aligned with local business hours.
Responsibilities
- Monitor customer satisfaction metrics.
- Manage requests for customer vault access.
- Track customer engagement activities, including the Quarterly Business Review and monthly or bi-weekly catch-ups.
- Update and maintain customer information as necessary.
- Review the internal knowledge base and address question-type escalations from customers.
- Oversee the new feature request process and ensure follow-up until resolution.
- Complete additional tasks assigned by the team lead related to the Customer Success role.
- Oversee the unassigned technical support ticket queue and prioritize issues for the team lead.
- Providing first-level contact and problem resolution for customers with Salesforce and application problems.
- Review initial recommendations generated by AI.
- Reproduce issues across various environments, including standard, internal, customer sandbox, or customer production, with guidance from senior team members.
- Assist senior members in following up on internal escalations.
- Complete additional tasks assigned by the team lead related to the Technical Support role.
Requirements
- Enrollment in the third or final year of an undergraduate program at an accredited university required.
- Proficient communication skills in English.
- Ability to engage in effective and positive interactions with customers and team members.
- Strong time and task management capabilities.
- Demonstrated interest in resolving issues related to SaaS and Workforce Management products.
- Adaptability in responding to diverse personalities, maintaining composure when addressing stressed or upset customers.
- Proficient problem-solving, logical reasoning, critical thinking, and decision-making abilities.
- Basic familiarity with technical support platforms is advantageous.
- Must be able to work at least 1-2 days in the office in line with internal company policy.
Benefits
- Engage in a 6-12 month internship program focused on practical experience.
- Acquire valuable hands-on knowledge of products and customer service.
- Collaborate with seasoned professionals and benefit from mentorship opportunities.
- Enhance your skills and knowledge pertinent to the IT software industry.
- Experience a collaborative and supportive work environment.
- Join a dynamic and passionate team.
- Participate in on-the-job training to ensure a clear understanding of job responsibilities.
- Enjoy a comfortable work environment that fosters efficiency, teamwork, and knowledge sharing.
- Receive personalized attention and guidance for individual development.
- Participate in all company events with our team members.
- Commit to making this a meaningful and productive start to your career.
- Opportunity to join our team as official staff, with a comprehensive benefits package.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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