Support Engineer I

AI overview

Provide technical support to clients, ensuring high-quality customer service and troubleshooting software-related issues across various platforms.

The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.  

What You Will Be Doing

  • ​Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service. 
  • ​Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.  
  • ​Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.  
  • ​Escalate urgent problems requiring more in-depth knowledge to the next level of engineers. 
  • ​Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.   
  • ​Provide appropriate, relevant verbal and written content to customers.   

Your Qualifications

  • ​Bachelor’s Degree or 1+ years of Technical Support work experience  ​
  • Customer Service Experience  ​
  • General Operating System Knowledge  ​
  • General Networking knowledge  ​
  • General Software Knowledge (Installation, Configuration, Migration, Removal)  ​
  • Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)  

A few things we have to offer: 

  • Compensation $55,000 to $65,000 annually 
  • Great Healthcare + Dental + Vision
  • Flexible PTO
  • Culture of support, encouraging Life-Work balance
  • 401k match
  • FSA and HSA options
  • Employee Assistance Program
  • Paid Parental Leave
  • Representing a company with 4,000+ clients and a 99% retention rate
  • Accelerated title and salary growth potential 
  • A fun and energetic work environment that makes you excited to go to work every day

 

 

 

Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.

Perks & Benefits Extracted with AI

  • Flexible Work Hours: Flexible PTO
  • Health Insurance: Great Healthcare + Dental + Vision
  • Fun work environment: A fun and energetic work environment that makes you excited to go to work every day
  • Paid Parental Leave: Paid Parental Leave

Thank you for visiting Cleo's careers page! On this page, you will find our US based positions only.    Cleo is the global leader in Ecosystem Integration software. With over 4,200 customers across all industries and offices throughout the world, Cleo is helping enterprises create sustainable value by enabling businesses to deliver on their supply chain commitments.    If you are technology-minded, team-oriented, customer-focused, and eager to work with a rapidly growing global cloud software organization, have a look at our openings. Our people-first culture revolves around appreciation for employees, customers, partners, and the communities in which we operate, and we are always looking for talent who can make a positive difference and grow with us.    If you need accommodation in the hiring process, you can contact Cleo Human Resources at [email protected].

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Salary
$55,000 – $65,000 per year
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