Software Support Engineer

Athens, Attiki, Greece · Customer Support

Description


THE COMPANY

Epignosis is a leading eLearning technology company with a portfolio of products including, TalentLMS, eFront and TalentCards. With over 5,500 customers around the world, 3 million users, and 75,000 learning portals, we’re expanding fast into an eLearning powerhouse.

The role of Software Support Engineer sits in the space between our Customer Support and Product teams. If you can tinker with web technologies like HTML, CSS and Javascript, love to communicate with customers all over the world and the prospect of joining a rapidly growing software company excites you, we'd like to meet you!


YOUR RESPONSIBILITIES

Taking ownership. You'll be trusted to take ownership of incoming support tickets and follow them all the way to completion. You should ensure that all customer support incidents are appropriately opened, registered and closed.

Investigating. Like a digital-era Sherlock Holmes, you'll use your wits and judgement to research, diagnose, troubleshoot and resolve customer issues. You should ultimately get familiar with Epignosis' services, their inner workings, and their failure modes (or lack thereof).

Communicating. You'll be responsible for communicating with customers, understanding their issues, and providing them with prompt and comprehensive feedback at all steps of the support process. You should make customers feel like they are well taken care of.

Collaborating. When customer issues cannot be solved by the support team alone, you'll be responsible for escalating them to the engineering team for second-level investigation and final resolution. To help them move faster, you should accompany each ticket with a technically detailed description of each issue.

Documenting. You should prepare accurate and timely reports covering your support activity, and document the knowledge acquired from handling support incidents in the form of tech notes and articles.

Requirements

Street cred. You have a background in Information Technology, Computer Science or any equivalent field, and working experience in technical support. Bonus points if you’re also the proud owner of a technical degree.

Root privileges. You have at least basic system administration skills for Windows and Linux systems. You’re able to tell whether an MB is 1024 or 1000 bytes, and what booting means (hint: it’s not about putting on your boots). You also have a solid grasp of web technologies such as HTML, CSS, and Javascript.

Smooth talking. You have excellent written and verbal communication skills, and are proficient in English. Customers should feel like you are best pals after a five-minute conversation. You have a way of taking complex technical issues and explaining them so that a five-year-old can understand them.

Detective skills. You have strong problem-solving skills, and are the kind of person that forgets to eat and sleep until they have solved a problem. You should have lots of experience dealing with (and being frustrated by) desktop, mobile, and online software.

Benefits

We’re a diverse group of smart, fun and GIF-loving professionals working in offices around the world, including the U.S., the U.K., Greece, and Cyprus!

You’ll enjoy perks and benefits that make you more productive at work and contribute to your professional development, including:

• Competitive compensation packages

• Private health insurance plan

• Ticket restaurant benefits

• Gorgeous office space

• Professional and personal development opportunities

• A vibrant working environment full of creative individuals

• Sane schedules and well-defined deadlines and priorities

• Work/life balance i.e., we go big AND we go home

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