Globally distributed, Technical Support Engineers are integrated in our Support team, providing technical support to our international customers. They have a deep technical understanding of the SightCall platform and work closely with customers, Customer Success team, product team, development team and Sales Team. They are key to our customer’s success.
- Provide Level 1-2 support to a large variety of customers with different configurations.
- Understand SightCall’s SLA obligations to its customers and ensure adherence.
- Take ownership of customer issues reported and see problems through to resolution or escalate to the relevant teams.
- Research, diagnose, troubleshoot and identify solutions to resolve issues raised through our ticketing system (Zendesk).
- Create and update internal and external documentation based on customer interactions.
- Follow and help improve our procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Interact with product and development teams to ensure a good understanding of the ongoing developments and match with customer’s expectations.
- Continually research and learn the current and future best practices of using SightCall.
- Perform product testing as required, to make sure that we are delivering the best experience to our customers.