Technical Support Engineer
At Desk.com, we consider top quality technical support and quality assurance to be vital to our business. We practice what we preach and our main priority is making our customers smile. Our customers are the core of our existence. Depending on workload, this position is likely to be split between Tech Support and Software Testing, with Tech Support usually being priority. You can expect extended hours to be a norm.
What you’ll be doing:
- Quick and accurate handling of support interactions - email, Twitter, phone, chat, screen sharing
- Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied
- Maintaining customer-facing and internal help articles
- Software testing, which includes reporting of defects and seeing them through to closure
- Building relationships with other departments to work together solving problems and making improvements
- Making recommendations to improve product and process
- Be a team player in a flat-structured, highly collaborative environment
- Make Desk.com a primary focus of your life
The ideal candidate is:
- Strong technical troubleshooting skills, perseverance, and patience
- Ability to communicate and empathize with all levels of customers - executives, end users, and developers
- Ability to effectively multi-task and juggle priorities
- Strong understanding of web development technologies and concepts including AJAX, Ruby on Rails, PHP, ASP.NET, JAVAScript, HTML, Databases
- Understanding of CRM (customer relationship management) concepts
- Knowledge of email server and client configuration
- Knowledge of social networking sites such as Twitter and Facebook
- Top-notch English skills - written and verbal
- Detail oriented
- Self motivated with the ability to "dive right in", be effective, and make a difference
- Curiosity about "how things work" and "how to make them better"
Desk.com is part of Salesforce.com, which has been recognized, for the third consecutive year in 2011, as one of FORTUNE's 100 best places to work.
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Apply for the Quality Assurance Engineer