Remote L2 Customer Support Engineer at Crossover Open Startup
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Crossover


L2 Customer Support Engineer

L2 Customer Support Engineer


Crossover


engineer

 

customer support

 

engineer

 

customer support

 
This job post is closed and the position is probably filled. Please do not apply.
\nAre you a results-driven professional motivated by a drive to bring your customers success? Are you an effective communicator capable of collaborating with multiple teams to achieve your goals? Do you enjoy working directly with customers? Do you thrive on working with complex and challenging technology? If youre a support engineer with a track record of successfully resolving customer issues quickly, confidently and independently then this may be the perfect job for you. \nThe GFI Customer Support Engineer is at the core of our customers success. GFI product portfolio is a challenging set of mission critical products, and we are looking for talented and experienced engineers to join our team. If you are a problem solver and enjoy working on an exciting and fast-paced environment, this may be the perfect opportunity for you to join us and take your career to the next level. \n \nAbout the Company: \nGFI provides security and networking software for small and medium businesses. At GFI, we are centered on customer success. We pride ourselves on providing the security our customers need for success in their day-to-day operations. GFI team members are set apart by our shared passion for using software technologies to ensure our customers maximum success and satisfaction. \n \nTotal compensation is USD$15/hr for a 40-hour workweek. \n \nKey Responsibilities of the L2 Customer Support Engineer: \n * \nCommunicate effectively with customers, including expectations for callbacks and follow-up on their issues. \n * \nSupport mission-critical applications across different time zones must be available to work on shift patterns where required. \n * \nProvide pre- and post-sales support for GFI products over all required channels. Handle technical issues of different complexity and help other members of the team. \n * \nCollaborate with other support teams, Engineering and other internal GFI departments to help resolve critical product issues. \n * \nUtilize your language skills where applicable. \n * \nRead and interpret product log files. \n * \nCross train on multiple technologies to effectively support GFI product portfolio. \n * \nTroubleshoot, diagnose and resolve customer issues independently, making use of the resources available to you. \n * \nKeep all the ongoing cases documented and up to date in the case management system. \n * \nLog bugs with development team with clear and precise information, detailing the issue and how to reproduce. \n * \nPromote and maintain a high quality, professional, service orientated GFI image amongst internal and external customers. \n * \nWorks in adherence to defined processes and procedures implemented in the organization, providing feedback about them to management. \n * \nMaintain and continually upgrade technical understanding of GFI products including technologies used within GFI products. \n * \nBuild and maintain solid working relationships with the members of the team. \n * \nWrite and/or edit knowledge articles for every issue resolved.\n\n


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