Support Engineer

About the role

The position is based in Atlanta, GA and works a 5-day week with shifts between 8:00 AM and 5:00 PM Eastern Time (ET), including a Sunday-Thursday and Tuesday-Saturday schedule. Weekend availability and some holidays are required.

Responsibilities

• Proactive Support: Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers.
• Error Resolution: Utilize multiple systems to identify known and novel error types to resolve issues impacting the user experience. Identify recurring patterns, anomalies, and potential issues.
• Proactive Reporting: Maintain detailed records of error logs, investigations, and resolutions. Create internal documentation for common error scenarios and their solutions.
• Product Expertise: Develop a deep understanding of the app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers.
• Customer Training and Education: Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support as new features are released.
• Team-Player: Maintain regular and proactive communication with local and remote team members through various channels to ensure effective collaboration and alignment on project objectives and timelines.

Qualifications

• Bachelor's degree
• 0-2 years of general work experience
• Excellent communication skills
• Passion for problem-solving
• Exceptional logic skills and attention to detail
• Experience with analyzing data and presenting insights for escalation
• Self-motivated, proactive, and results-oriented
• Comfortable working under pressure and balancing the demands of multiple stakeholders
• Willingness to adopt new concepts, technologies, and tools as the company grows