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Software Support Specialist – USA
Qmarkets is recruiting a B2B Support & Help Desk specialist to join our global support team.
Location: Connecticut, USA
Working Days: Monday-Friday
Working 4 days a week from home, 1 day from office
What you will do
- Acting as the main POC (point of contact) for all customers’ tickets re our product, including bugs and queries.
- Respond within documented SLA to support tickets generated by our customers’ main POCs.
- Research, troubleshoot and diagnose the reported ticket, and identify the issue urgency and type.
- If possible, provide solutions to resolve basic and complex technical issues.
- Where needed, follow company procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, professional services, DevOps, customer success, product etc.)
- Follow-up and ensure proper recording and closure of all tickets.
- Provide prompt and accurate feedback to both our customers and internal stakeholders.
- Work is mainly via our ticketing portal and emails.
- Create and maintain the knowledge base (articles, videos, interactive help pop ups etc.) with English content creation.
- Supporting various product and customer onboarding tasks like SSO setup and User provisioning
Job Requirements
- Strong logical and communication skills
- Proven working experience in enterprise technical positions
- Excellent troubleshooting and problem-solving skills
- Customer Service orientation
- Works independently and as a team player
- Ability for multi-tasking and work under pressure
- Self-motivated, with a sense of urgency and efficiency and a strong work ethic
- Willingness to work long hours
- Excellent English (both written and spoken)
Advantages
- Understanding of PHP, SQL, UnixB.A / B.Sc in relevant engineering/computer science
- Additional spoken language other than English (Priority to French or German)