Technical Support Engineer 2
We are Progress (Nasdaq: PRGS), the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease.
We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Technical Support Engineer 2 and help us do what we do best: propelling business forward.
In this role, you will:
- Answer incoming customer support requests in a fast-paced environment and assisting customers with product-related queries.
- Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
- Provide best practices on application features, determining the customer's configuration opportunities and needs.
- Work on issues that range from answering product questions to providing basic to intermediate technical support.
- Performance is primarily measured through Customer Feedback, Knowledge Center System usage, and Schedule Adherence, in addition to other Key Performance Indicators.
- Maintains detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately.
- Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist. You may also contribute to maintaining the current information across multiple platforms and content channels.
Your background:
- Bachelor's Degree or equivalent experience preferred.
- 2+ years in a Technical Support role within the technical service industry.
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
- Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
- Case Management experience is necessary.
- Proficient verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective technical measures.
- English proficiency is required. Bilingual is a plus.
- Customer-Centered – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
- Ability to de-escalate customers in challenging circumstances.
- Ability to think critically, troubleshoot, and solve problems.
- Familiarized with the data-driven, metrics-oriented environment.
- Meet or exceed operational targets within your role.
- Has a keen interest in Software-as-a-Service (SaaS).
- Has a Growth Mindset!
Good to have:
- Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
- Basic knowledge of load balancing technologies (NetScaler preferred).
- Basic knowledge of JavaScript, Python, and PHP, API calls.
- Basic knowledge of conditional calculations.
- Basic knowledge of troubleshooting web applications and SSO setup issues.
- Basic knowledge about Security Certificates.
Shift Timings: 6:30pm to 3:30 AM (Fixed Shift)
What we offer in return is the opportunity to join a talented team of bright and nice people and to also enjoy:
Here at Progress, we truly care about your employee experience. It is important to us for our employees to balance their work and home life, obtain viable options for their health and wellness, grow their career, and plan for financial success.
- 30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity Leave
- Premium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverage
- Professional development reimbursement
- Interest subsidy on loans - either vehicle or personal loans
Apply now!
Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!