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we are looking for a Technical Support Engineer.
As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.

We are looking for Junior Solution Engineer to become an integral part of our Professional Services team.

we strive to ensure customers satisfaction and an effective onboarding process.

As a Junior Solution Engineer, you will become an integral part of our Professional Services & Operations team. In this role, you will be the engine behind our customer success, responsible for the critical operational task of keeping our global customer base up to date with the latest product versions.

You will be working in collaboration with the customers and closely with our, support, product, and customer success teams.

Our ideal candidate should be passionate about learning new technologies, organizing information \ data, and keen on becoming a part of a growing and dynamic team.

You will succeed in this role if you are a problem solver that likes to work with data and people to drive the best solution for both the customer and Dot.



Responsibilities:

Execute and monitor the upgrade process of products for global customers across Sandbox and Production environments.
Use Salesforce configuration tools to adjust system settings required for new version features.
Analyze deployment logs to identify errors, investigate root causes, and work with the R&D and Product teams to resolve conflicts.
Customer Training (preparation of training materials and delivering on-site or online training sessions)

We are seeking a Customer Support Specialist, reporting to the Support Team Leader, who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with specific systems and technologies.
To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction.

Responsibilities

Onboarding new users to the system, including user adoption

Administration of pending orders and payments

Reconciliation of all company orders to confirm the correctness of data

Identification of areas of improvement, both in process and product

Promptly responding to customer queries via ticketing system, emails, phone

Liaising with colleagues or managers to find the best solutions to customers issues

Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved

Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions