Offer summary

Qualifications:

Minimum 1-2 years of experience in a technical support role or related field., Strong understanding of networking concepts, including TCP/IP, firewalls, and ports., Excellent communication and interpersonal skills, with a passion for customer service., Proficiency in technical documentation and knowledge base creation..

Key responsabilities:

Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.

Diagnose customer issues and deliver clear and timely resolutions.

Document technical interactions and collaborate with internal teams for issue resolution.

Maintain a deep understanding of the Appspace platform and stay updated on technical trends.

Job description

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Technical Support Engineer II:

We are seeking a driven and technical individual to join our Customer Care team! In this role, you will be the first line of defense for our valued customers, providing exceptional technical support for the Appspace platform. You'll leverage your problem-solving skills and strong customer service background to troubleshoot a wide range of technical issues, ensuring a smooth and positive user experience.

A Day in the Life of a Technical Support Engineer II:

Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.
Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions.
Conduct thorough root cause analysis to identify and address underlying technical problems.
Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement.
Maintain a deep understanding of the Appspace platform, its features, and functionalities.
Stay up-to-date on the latest technical trends and advancements relevant to Appspace.

What You’ll Need:

Minimum 1-2 years of experience in a technical support role or related field.
Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
Experience troubleshooting software applications, preferably in a SaaS environment.
Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
A passion for customer service and a commitment to exceeding expectations.
Proficiency in technical documentation and knowledge base creation.
Ability to work independently, prioritize tasks effectively, and meet deadlines.
Strong analytical and problem-solving skills.
Experience with ticketing systems (e.g., Salesforce) is a plus.

Bonus points for:

Experience with Appspace or similar digital workplace platforms.
Experience with scripting languages (e.g., Java, PowerShell).
Knowledge of SQL, MongoDb, MySQL databases.
Experience with cloud platforms (e.g., Microsoft Azure, Salesforce, Power BI, Tableau).

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

Generous PTO
Flexible work schedules
Remote work opportunities
Paid company holidays
Appspace Quiet Fridays (No non-essential internal meetings scheduled)
A casual dress work environment

Disclaimer:

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.

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