—BS degree (or equivalent experience) in Computer Science or Engineering.
—Excellent written and oral communication skills in English.
—1-2 years of experience in technical support role.
—Strong Web programming, HTML and database skills.
—Some knowledge of commonly-used concepts, practices, and procedures within cloud-computing.
—Strong interpersonal skills with the ability to listen and empathize with others, convey confidence, and build trust and loyalty.
—Ability to anticipate, prioritize, assess, and meet needs of internal and external customers while providing excellent customer service.
—Good listening skills and capable of comprehending and identifying the issue.
—Ability to articulate technical subject matter in a clear and easy to understand manner.
—Creative problem solver.
—Self-initiative, positive attitude, energetic, and high attention to detail.
—Ability to multi-task in a fast-paced, high volume, and customer centric environment.
—Ability to adhere to all company policies, procedures, best practices, and business ethics codes.
—Ability to maintain professional internal and external relationships which meet company core values
—Ensure timely response and resolution of customer cases according to service standards and best practices.
—Answer questions about the features and capabilities of our platform and promote new features and extensions as appropriate. Provide advice and solutions to meet customers’ needs.
—Research and troubleshoot routine technical issues and direct customers to additional sources of information (i.e. online tutorials, FAQs, KB, etc.).
—Escalate issues to the Tier 2 team when necessary with all relevant and required information. Coordinate hand-off with Tier 2 and set customer’s expectations for follow up.
—Assist with research on complex problems as a team.
—Perform UAT during product release and report bugs and feature requests to the product team.
—Document FAQs and develop product and training guides for internal and customer use.
—Share customer feedback, pain points, feature requests, and make recommendations regarding the product and service quality as a customer advocate within the team.
—Evangelize customers and recognize opportunities to go beyond standard processes to retain or acquire a customer.
—Maintain and expand proficiency of Caspio Bridge, HTML, CSS.
—Adhere to established best practices and contribute to updates.
You are a motivated and energetic self-starter with a passion for technology?
You like to work within a dynamic team to support the prospecting qualification and development of new relationships with prospects and clients alike?
Then we definitely want to talk to you!
We are Caspio Inc. — the IT product company based in California, USA. Our product makes possible to create web-based business applications without coding. Caspio cloud platform powers business applications for thousands of clients including Fortune-500 companies such as The New York Times, Philips, Reebok, government agencies, universities, nonprofits and diverse organizations around the world.