SharePoint Product Support Engineer

Appficiency Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Appficiency Inc. is looking for a Product Support Engineer to provide customer support for NS products & Microsoft 365. The role involves resolving customer issues, gathering feedback, and maintaining ticket records. Ideal candidates should have over 3 years in technical support, strong communication skills, and familiarity with Microsoft 365 and NetSuite. This position is essential for ensuring customer satisfaction and product improvement, making it a key role in the customer success team.

Qualifications

• 3+ years in technical support or help desk experience, preferably at a SaaS company.
• Creative troubleshooter, with an analytical approach to problem solving.
• Self-motivated and can work autonomously in a high-speed environment.

Responsibilities

• Address and resolve customer issues promptly.
• Gather customer feedback to improve products or services.
• Maintain accurate records of customer tickets and report on key metrics.

Skills

Technical support experience

Communication skills

Problem-solving

Organization and multitasking

Education

Degree in computer science/engineering or equivalent work experience

Tools

Microsoft 365

NetSuite

Job description

The Talent

As a Product Support Engineer at SnapOn Software, you will play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products . This associate level role is designed for individuals who are eager to learn and grow within product support. You will work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience and help customers maximize the value of their NS systems.

The Commitment

• Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's.
• Gathering customer feedback to improve the products or service and enhance the overall customer experience.
• Create and send CSAT reports for their own customers
• Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's.
• Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
• Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends.
• Creating and editing existing knowledge base articles and video content.
• Representing customer needs and interests within the company to drive product roadmap and service improvements.
• Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed.

The Essentials

• 3+ years in technical support or help desk experience, preferably at a SaaS company
• Degree in computer science/engineering, or equivalent work experience
• Creative troubleshooter, with an analytical approach to problem solving
• Strong written and verbal communication skills, highly organized and capable of multitasking
• Self-motivated and can work autonomously in a high-speed environment
• An owner’s mindset - you don’t shy away from the hard stuff

The Add-Ons

• 2+ years experience in Microsoft 365 - understand the admin side
• 2+ years experience in NetSuite
• We are a global company, so international experience is a plus
• Previously worked with third party platform and marketplaces