L1 Technical Consultant

Job ID: 4265

Description

Are you excited to master new products and solve challenging customer problems?

Our Support and Services team operates quickly with a heavy focus on coaching and personal development. The priority for us is high-quality work, and the drive for continuous improvement in our teams makes us a unique opportunity.

At IgniteTech, we are reinventing the enterprise software industry. Our “Netflix for Enterprise Software” model is changing the game for how enterprises buy software, and a key element of our growth strategy is to drive great customer experiences across our broad and growing library of solutions.

What you will be doing

  • Mapping requirements and delivering customer requests.
  • Using voice and written communications to ask insightful questions that get to the root cause of the customer’s problem.
  • Generating solutions using your deep product knowledge and our rich knowledge bases. 
  • Learning, improving your ability to support the products you know and expanding the breadth of products you can support.

What you will NOT be doing

  • Getting bored answering simple questions for the same product each day.
  • Working on easy and simple tickets such as resetting passwords.
  • Specializing in one single product or technology stack.
  • Working alone and avoiding live customer interaction.

Key Responsibilities

  • Take ownership of customer requests and support incidents and use all available resources and knowledge to resolve them.
  • Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.

Candidate Requirements

  • Ability to communicate confidently with tech-savvy customers using perfect written and spoken English.
  • Familiarity with a range of enterprise software solutions and ability to comfortably hold conversations with IT professionals and technical customers.
  • Experience troubleshooting and solving technical problems.
  • Customer advocacy, empathy and keen attention to detail.


Nice to have

  • Experience in a technical support role covering enterprise software products.
  • An education focused on Computer Science, MIS or similar technical disciplines.
  • Development experience in multiple development languages.
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