Customer Support Engineer, Remote (Work from home) - 1330020

Job Description

PRIMARY RESPONSIBILITIES:

Own and resolve customer issues for our broad customer base of fortune 500 companies

Supporting mission critical applications during in various time zones

Reproduce issues from customers’ description of the problem and/or from customers’ code snippet.

Read and interpret product log files.

Cross train on multiple technologies across different verticals and Industries

Troubleshoot, diagnose and resolve customer issues independently, making use of the resources available to you.

Write a knowledge-based article for every new issue you resolve

Attention to detail in analysis and CRM case updates.

Communicate effectively with customers, including expectations for callbacks and follow-up on their issues.

Manage difficult customers effectively and professionally, seeking help from senior staff or forums and other resources available to you as needed.

Log bugs with development team with clear and precise information, detailing the issue and how to reproduce.

Demonstrate an increasing level of customer care skills

Weekend on-call coverage for production issues (once you’ve reached the appropriate experience level)

Role is based during Eastern Standard Time or Central European Time

 

REQUIRED TECHNICAL SKILLS & EXPERIENCE:

Fluent in English (Oral and written)

Degree in Computer Science

Strong Java skills

Knowledge is SQL design

Experience with troubleshooting

Knowledge and/or experience with troubleshooting Web technologies

Must comply with our Data Security policy and provide their own computer

 

PERSONAL ATTRIBUTES:

Self-starter who can work on own initiative

Problem solver who thinks outside the box

Likes working directly with Customers

Results driven – Customers Success is always front and center

Thrive on working with complex and challenging technology

 

Company Description

Crossover is redefining the way people work. Brick and mortar offices are history. The… future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.   Read full description