Naviga Inc. delivers the broadest range of technology solutions for the global news media industry, including content management, digital advertising, circulation, and audience relationship management. The company's innovative solutions and professional services help media organizations engage audiences through web, print, mobile, and social media channels.
We are looking for a Support Engineer to work with the end-users of our software and systems to provide technical support and assistance for their software, hardware, or technical problems.
Technical Support Engineer responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. This role will walk customers through software installation and launch newly-installed programs for the first time.
To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Duties/Responsibilities:
· Respond to customer queries in a timely and accurate way, via phone, email or chat
· Identify customer needs and help customers use specific features
· Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
· Update our internal databases with information about technical issues and useful discussions with customers
· Share feature requests and effective workarounds with team members
· Inform customers about new features and functionalities
· Follow up with customers to ensure their technical issues are resolved
· Gather customer feedback and share with our Product, Sales, and Marketing teams
Education, Experience, and Requirements
Required Skills/Abilities:
· Familiarity with our industry is a plus
· Experience using help desk software and remote support tools
· Understanding of how CRM systems work
· Excellent communication and problem-solving skills
· Multi-tasking abilities
· Patience when handling tough cases
Education and Experience:
- Bachelor‘s degree (Computer Science or any related field)
- 4+Yrs of experience in Customer Support Specialist or similar CS role