Technical Support Engineer

| Greater NYC Area

Who We Are:

Neverware’s flagship product, CloudReady, reimagines the desktop operating system by prioritizing security, manageability, and of course, performance—whether your computer is brand new or 10 years old. With CloudReady, schools and enterprise organizations alike can maximize their IT investments by transforming their existing fleets of PCs and Macs into simple, secure, and fast machines that provide the same user experience and management as Chromebooks. As covered by media outlets such as the Wall Street Journal, CNN, CNET,LifeHacker and TechTarget, CloudReady is disrupting the way organizations think about hardware refreshes while enabling affordable, secure access to modern technology. A VC-backed organization, Neverware’s investors include Khosla Ventures, General Catalyst, and Rethink Education. Our partners include Google, Microsoft, Amazon Web Services, Samsung, and more. 

What You Will Do: 

We are seeking a highly motivated and professional individual to join the Neverware Support team providing technical support to all our US and European Education and Enterprise customers. You will help customers get the best out of their CloudReady experience by answering phone calls and emails, working to understand and drive to solution any and all complex issues as experienced by our customer base. You’ll be a true partner to our customers, working closely with them and helping us continually prove our value as you troubleshoot and resolve their technical issues for the best possible CloudReady site experience.

 

Responsibilities:

Answer daily customer calls and email tickets efficiently, exceeding customer expectations by providing outstanding customer service

Analyze break/fix issues and work with empathy and a sense of urgency to deliver solutions to meet customer needs

Manage customer cases and document all customer interactions and resolutions in Salesforce, our case management system.

Actively contribute to our technical knowledge base, online community, and other technical documentation.

Collaborate and take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing.

Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.

Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our technologies

Proactively update our customers and ensure that they are satisfied with our support service

Participate in case review calls with customers when needed

 

Qualifications:

A keen analytical mind and advanced problem-solving skills coupled with a commitment to extraordinary customer experience.

Excellent verbal and written communication skills.

Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines.

Strong working knowledge and proven experience working with various types of computer hardware

Analyzing call logs so you can spot common trends and underlying problems

Strong working knowledge in Operating System Software (Linux, Microsoft Windows, Chrome OS a bonus).

Knowledge in HTML/CSS, Web page designing 

Working knowledge of network and system architectures

Prior exposure and ability in reading OS level logs such as system logs and application logs.

Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

Minimum of 1-year experience in answering calls and handling any type of customer temperament in a fast-paced work environment 

Demonstrated outstanding customer service experience or prior technical support experience; desire to go above and beyond in assisting customers even under high pressure

Proven ability and willingness to learn new technologies and implement technical logic on daily cases

Some experience with Salesforce and JIRA are a plus

 

If you feel you can contribute to the team and help our customers, then please apply and tell us about yourself! Note that applications with cover letters will receive far greater attention.

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