Engage3 Powered by Dexi has an immediate opening for a Software Support Specialist. As a Software Support Specialist, you’ll connect with our clients and make a difference in their day, providing technical support, troubleshooting, escalating and managing expectations, and resolving their simple technical issues. Engage3 Powered by Dexi is a U.S based company, with a huge international presence that provides you with the experience to work with colleagues and clients in multiple time zones. This is an outstanding opportunity to join our Tirana team of highly qualified peers and play an integral role in a thriving company that will challenge you to grow both your technical and business skills.
Our Software Support Specialists are responsible for troubleshooting and resolution of reactive service issues. This technical support service position requires excellent communication, attention to detail, and some technical skills.
Responsibilities:
As a team player with excellent interpersonal and communication skills, technical know-how, and a desire to make it work for the customer, you’ll:
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Engage with other departments in the organization (such as Delivery and Engineering) to expedite issue resolution and track progress
- Follow up with customers to ensure their technical issues are resolved
- Assist in training junior Software Support Specialists
- Take a practical and pragmatic approach to multiple sources of communication
- Provide regular reporting on day-to-day service activity
- Share feature requests and effective workarounds with team members
How you’ll succeed
- Demonstrate a methodical, proactive, and results-focused approach to customer communications.
- Manage multiple customer communications and work at the correct level of detail.
- Build and maintain efficient working relationships with remote teams.
- Take ownership of and accountability for relevant products and services, ensuring customers feel confident in the decision to choose Engage3 powered by Dexi.
- Take pride in the value that you and your team deliver to our customers.
- Follow and be up to date on new and emergent technologies
- Communicate clearly and confidently with a variety of audiences, from junior developers to senior management.
- Be open to a global, diverse, and multicultural workplace.
- Balance great user experience with commercial and business needs.
- Break down complex problems into steps that drive delivery at speed.
What you’ll need
- Excellent communication skills, including active listening
- Proficiency in using remote support tools, help desk software, and CRM software.
- Service-oriented and able to resolve customer grievances.
- Knowledge of, or ability to learn about, products, services, or areas of customer service specialization.
- Excellent time management and organizational skills
- An in-depth understanding of data collection, data transformations, and ingestion by different platforms and comfort in using technical language, as well as data concepts and principles
- The ability to lead actions and provide technical guidance to team members
- The ability to quickly grasp new technologies and development processes
- Confidence and clarity of communication
- Proficient with Microsoft Office applications.
- Bachelor’s Degree in IT or a related field is preferred.
Bonus Points
- Good knowledge of HTML, CSS, and JavaScript
- Good knowledge of RegEx and CSS Selectors and XPaths
- Being flexibly able to work during US hours (rota basis)
- 2+ years of experience working in a technical support environment.
- 1+ years of experience with working with SQL
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