Junior Customer Support Engineer

customer support,support engineer,juniorAre you a proactive problem solver with excellent communication skills? Are you passionate about delivering exceptional customer experiences? Do you have a genuine desire to help others? We are seeking an enthusiastic and customer-centric individual to join our Support team as a Junior Customer Support Engineer.

Join our team at Cenosco and be a part of delivering exceptional customer service with empathy and passion. We are committed to providing the highest quality support to our users, and as a Junior Support Engineer, you will play a crucial role in exceeding customer expectations.

As a Junior Support Engineer, you will go above and beyond to anticipate our customers' needs and provide them with innovative solutions. Your dedication to guiding and educating our users will help them fully grasp the value of our product. By acting as the bridge between our product and our users, you will have a direct impact on shaping Cenosco's dynamic product roadmap.
 

What you’ll do

As a Junior Support Engineer, you will be the first point of contact for our customers, addressing their inquiries and concerns. Your responsibilities will include:

• Working with customers/colleagues to identify problems and advising on the solution via email: You will use your analytical skills to understand customer issues and provide effective solutions through email communication.
• Responding on time to service issues and requests: Timeliness is key in delivering excellent customer service. You'll be prompt in addressing customer inquiries and resolving their problems efficiently.
• Prioritizing and managing several open cases and mini projects at one time: You'll be a multitasking maestro, capable of managing multiple cases and projects simultaneously without compromising on quality.
• Setting up new users' accounts and profiles and dealing with password issues: You'll be responsible for ensuring a seamless onboarding experience for new users and resolving any login or password-related issues.
• Update handbook articles so customers/colleagues can try to fix problems themselves: Your expertise will be essential in creating and maintaining self-help resources for customers and colleagues, empowering them to troubleshoot common issues independently.
• Performing administrative responsibilities including taking notes during meetings, preparing correspondence, and managing files: Organizational skills are crucial in this role, as you'll be managing administrative tasks to support the customer support function.
• Ensuring that a high level of customer service and support is provided to all customers: Your commitment to excellence will shine through in every interaction, ensuring our customers feel valued and supported throughout their journey with us.

Who are we looking for

• Experience with SIIS SaaS or other software implementation experience 
• Experience within IT service delivery 
• Good knowledge of Microsoft Office 
• Proven experience in a customer-facing roles
• Communication skills, with a keen ability to convey complex ideas in a clear and concise manner
• Strong problem-solving skills, with the ability to think creatively and resolve issues efficiently
• Ability to prioritize tasks based on urgency and importance 
• Critical thinking and proactive mindset
• A team player who can collaborate effectively with colleagues from diverse backgrounds
• Nice to have: 
  1. Familiarity with one scripting language such as PowerShell, VBA, Perl, Python
  2. Experience with SQL (SQLServer)

What we offer 

• Work in a fast-growing and interesting industry
• Flexible work that best fits your needs and the role
• Competitive compensation with some nice additional perks
• Top-notch offices and equipment
• Continuous improvement and learning opportunities to grow your career
• Team activities, not the usual one just to look nice on social media but what our team choose and ask for
• A great team of engaged, passionate and helpful people

Please note this position requires fluency in English. Please send your CV and application in English.