W
source · wttj·req · jb_d615e1b230·listed 4d ago
Product Support Engineer
Workiva·London, United Kingdom·Hybrid·Full-time
Sourced listing · wttjNo salary disclosed
compensation · not disclosed
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Summary
the pitchJoin Workiva as a Product Support Engineer (PSE) and be the go-to problem solver for our platform. You'll provide technical and functional expertise to customers through phone, chat, and ticket management. You'll troubleshoot and resolve complex issues, maintain professionalism, and contribute to team projects. Ideal candidates have a degree or equivalent experience, intermediate application or database support experience, and strong communication skills.
Role
posted by company- Undergraduate degree or equivalent professional experience in a related role
- Intermediate application or database support experience
- 2 years or more of experience in customer-facing product and/or technical support
- Ability to multi-task and manage changing priorities
- Capable of troubleshooting and facilitating problem-solving through insightful questions
- High competence in the Microsoft Office Suite
- Proven ability to meet established timelines and service level agreements
- Self-motivated and accountable to achieve results
- Familiarity with Zendesk
- Ability to understand system logs and reports and troubleshoot code to solve issues
- Previous experience supporting a SaaS platform
- Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
Key responsibilities
- Support customers by providing technical and functional expertise over the phone, via chat and ticket management.
- Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues.
- Contribute to scoped team projects and assist with mentoring new hires, interns or junior engineers.