Tier 2 Technical Support Engineer - Temp for 6 months (BB-A2391)

Found in: Neuvoo IL

WalkMe is looking for an all-star Support Agent to be the next line of defense for WalkMe’s enterprise customers. If you are analytical and like solving problems, but are also a great communicator, we’d love to chat. This role is a great opportunity to be exposed to and work with Product Managers, Account Managers, Solutions Engineers and Solutions Consultant, as well as customers, on solving critical technical issues. Successful candidates must have the ability to quickly assess and resolve complex problems across a broad range of WalkMe offerings (e.g. web, mobile, desktop), 3rd party technologies, and complex enterprise-level integrations.

Role Duties And Responsibilities

  • Drive resolution of technical escalations, including identification of root cause and issue resolution
  • Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Provide interface between Support, Account Management, Customer Services, Solutions Engineers, Solution Consultants and Product Managers
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Provide technical and non-technical mentoring to Tier 1 Support Agents
  • Set up our Tier 3 team for success
  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers implement, deploy and maintain the WalkMe products
  • Author and review knowledge base content to drive support scalability and improve self-service capabilities
  • Provide feedback within the organization about common or emerging issues that can be addressed before they become serious or widespread
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement
  • Minimum Qualifications

  • Fluent in English - excellent writing and verbal skills
  • 1-2 years of customer support, technical support, system administration or a related customer facing role, with at least 2 years in a technical roleKnowledgeable in Javascript, HTML, CSS
  • Experience in developing and debugging client side code using browser tools
  • Experience supporting SaaS applications
  • Real passion for solving customer issues and advocating for their success in a fast paced, highly technical environment
  • Ability to learn new technologies and product-lines quickly
  • Excellent relationship with management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person)
  • Ability to work independently with little direct supervision and as a part of a teamExcellent analytical and organizational abilities
  • Ability to remain calm, composed and articulate when dealing with tough customer situations
  • calendar_today2 days ago

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