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.
This role is defined as a Level I Customer Support Representative for an incubation product coming to the market in the near future. Reporting to the Senior Director of Engineering, you’ll be a crucial part of our customer support system. You’ll be the first line of defense for the customer support team, and you’ll play a key role in enhancing the satisfaction of our customers by troubleshooting and resolving product issues
This is a new team, and this role offers an opportunity to shape the work environment, refine business processes, and make a lasting impact on our ongoing program
Job Functions:
- Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
- Respond to tickets in accordance with SLA guidelines.
- Record, track, and document the help desk request problem solving process, including actions taken through to the final resolution.
- Ability to train and support Tier I support technicians, with the willingness to create and maintain documentation used for staff training purposes.
- Strong project management skills.
- Expertise in establishing and managing synchronous communication including voice, video, and chat.
- Ability and willingness to perform job function during US hours.
- Communicate effectively with all stakeholders.
- Participate in on-call rota as planned.
- Flexibility to travel may be required occasionally.
Required Qualifications / Experiences:
- Completed course work in Software Engineering, IT, or a related technical field experience preferred, for example: basic proficiency in a common programming language such as C# or JavaScript and an understanding of APIs)
- Demonstrated experience of at least 3 years in a technical/application support role (preference for supporting business focused SaaS).
- Proficiency in Jira or similar software project management platform.
- Proficiency in Salesforce ServiceCloud, (or similar Ticketing, CRM, or collaboration tools).
- Strong customer focused mentality.
- Collaborative team player with a persistent, supportive, and positive attitude.
- Diligent professional, open to coaching, and dedicated to continuous development.
- Strong organizational and management skills.
- Excellent verbal and written communication skills suitable for handling enterprise level customers, with a strong attention to detail.
- Proficient problem-solving skills, accompanied by creativity and critical-thinking abilities.
- Enthusiasm for technology and business, with a preference for software experience.
- Professional phone demeanor and outstanding communication etiquette.
#LI-Hybrid
Join us in delivering exceptional customer experiences and contributing to the growth and success of our organization.
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.
