Support Engineer

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Job Summary:

VPO Support Engineers are responsible for providing the highest level of support for all VPO customers, users, and colleagues. A successful Support Engineer will oversee and maintain client VPO deployments - resolving technical issues concerning customer and user accounts, or VPO infrastructure – and diagnose and troubleshoot common problems. 

 

Responsibilities:

  • Embody high standards of teamwork and professionalism by actively working with other members of the Support Team.
  • Respond to customer inquiries and support tickets to troubleshoot and resolve challenges.
  • Act as the initial point of contact for all VPO-related concerns from clients or other users.
  • Monitor VPO Support Portal tickets and Support email account. 
  • Assign support tickets and/or support emails to other members of Support Team (or other VPO teams) and follow up to make sure issues are resolved.
  • Invite users to VPO projects/deployments.
  • Set up new VPO projects for clients.
  • Attend video meetings with clients to analyze, troubleshoot, and diagnose system problems.
  • Invite users to VPO client systems and troubleshoot any login issues.
  • Set up new VPO projects as requested by clients.
  • Write end-user articles and/or record videos to be published to the VPO Support Portal (or assist others with this work).
  • Assist management in creating training materials pertaining to VPO troubleshooting and usage.

Knowledge, Skills & Abilities:

  • Embodies and demonstrates our motto: See, Solve, Serve, Strengthen
  • Embodies and demonstrates our core characteristics: Self-Starter, Innovative, Learner, Customer-Focused, Team Player
  • Excellent oral and written communication skills. Proficient in M365, HubSpot, and virtual-meeting applications. Adept at quickly mastering new systems and technology
  • Excited about the energy and flexibility of working at a smaller, fast-growing, technology company
  • Able to function professionally in a work-from-home environment
  • Able to develop rapport, positively influence others, and maintain strong working relationships
  • Detail-oriented, organized, motivated, meticulous, practical, and flexible. Able to handle multiple and shifting priorities effectively, and maintain professional composure
  • Comfortable working in, and assisting others through, company help-desk software, such as Freshdesk, in addition to other remote-access desktop programs
  • Ability to read, analyze, and interpret general business instructions and technical procedures
  • Ability to write reports, business correspondence, and procedure manuals
  • Able to work in a fast-paced, high energy, and team-oriented environment. Able to produce high-quality work under pressure and within tight deadlines
  • Excellent interpersonal skills; able to develop relationships with coworkers, business partners, and colleagues. Builds trust, honors commitments, and treats all with respect. Uses those skills to accomplish tasks accurately and on-deadline
  • Excellent customer service skills and follow-through, while simultaneously accepting constructive criticism and customer feedback
  • Good at taking notes and recording details – documenting client meetings and interactions thoroughly; tracking activities
  • Self-disciplined, motivated, and able to manage and prioritize several projects and multiple clients at a time
  • A good listener, so as to understand exactly what customers require, as well as fellow teammates
  • Someone with confidence, patience, politeness, tact and diplomacy when dealing with difficult situations
  • Able to work in a fast-paced environment with the ability to juggle multiple competing tasks and demands
  • Inquisitive and open to researching and trying new things
  • Able to work both independently and as part of a team
  • Able to resolve issues, manage conflict, exercise good judgment, and be a creative problem-solver

Qualifications:

  • At least a 2-year degree in information science, computer science, or related field
  • Relevant work experience may be considered in lieu of education requirement.
  • At least 3-5 years of proven experience in a heavy-customer-focus position involving technical knowledge of a company’s products and services
  • Experience working in a tech-enabled service environment
  • Experience working with M365 and Azure, and SharePoint

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