Foxit is remaking the way the world interacts with documents through advanced PDF technology and tools. We are a leading global software provider of fast, affordable, and secure PDF solutions that are used by millions of people worldwide. Winner of numerous awards, Foxit has customers in more than 200 countries and global operations. We have a complete product line and an exciting and aggressive development schedule. Our proven PDF technology is disrupting the status quo establishment and has accelerated our company growth. We are proud to list as customers Google, Amazon, and NASDAQ, and with your skills and help, we plan to add many more. Foxit has offices all over the world, including locations in the US, Asia, Europe, and Australia. For more information, please visit https://www.foxit.com.
About the Role:
Foxit, a leading provider of innovative PDF products and services, is seeking a skilled L1 Support Engineer to join our team. In this role, you will handle Level 1 and Level 2 product issues, troubleshoot and resolve customer problems, and collaborate with our product teams for continuous improvement.
Working Hours: Willing to work rotational shift 24*7 (Including weekdays and weekends)
Key Responsibilities:
· Work directly with customers to troubleshoot, recreate, and resolve Tier 1 and Tier 2 level issues related to products
· Document and review solutions to common questions and problems
· Update the ticket tracking system to provide the accurate and current status of support issues
· Escalate issues to the product/developer team and help with product improvement
· Ability to serve as an escalation point for the Customer Success team and other key stakeholders
· Suggest and implement improvements to workflow, tools, and general policies to improve the overall quality and efficiency
· Able to handle multiple tasks at the same time i.e. Chats, emails, calls
Qualifications:
· Experience with providing technical support for the software is plus but not mandatory, overall 2+ years of experience required
· SaaS experience a plus
· Experience with Salesforce & JIRA is a plus
· Ability to work independently and as part of a team
· Ability to work with an international team and across the globe with NA & EU regions
· Ability to prioritize issues or tasks based on severity and urgency
· Exceptional customer service skills, including strong written and oral communication
· Strong interpersonal and organizational skills
The role description doesn't fit 100%? But you have the feeling that Foxit could give your career a boost? Let's talk anyway and tell us your story! We are still growing, and some job profiles are not written yet!
Foxit is a progressive, open-minded meritocracy. What you’re capable of matters, the rest doesn’t. (We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.)
For US Positions: Being authorized to work in the U.S. is a precondition of employment. Foxit Software will not sponsor applicants for work visas.
