Tier II Customer Support Engineer

As a Customer Support Engineer, you will function as the Tier 2 contact for our customers via inbound email and chat.  You will rely on your experience and knowledge to troubleshoot and resolve technical support incidents.

You will utilize our historical knowledge base and your technical expertise to resolve each incident in a timely, accurate, and customer-centric manner.  If necessary, you will escalate support incidents to another expert for additional troubleshooting and will continue to operate as the primary point of contact with the customer until the incident is resolved.  In some cases, you may refer support incidents to other Articulate teams for further action.  You will communicate the solution in clear, documented terms back to the customer.  You will alert management to outages, priority incidents, recurring problems, and patterns.  A moderate degree of creativity and autonomy is required.

What You'll Do:

• Accept, balance, and resolve a moderate volume of support incidents, Demonstrate extreme customer focus by spending 8 hours per day working directly with customers.
• Reside in The Philippines.
• Work rotating shifts as required by your manager, including but not limited to:
• 10 AM - 6 PM PHT
• 6 PM - 2 AM PHT
• 10 PM - 6 AM PHT
• 2 AM - 10 AM PHT
• Accept, schedule, and resolve remote assistance sessions with customers.
• Be proactive and deadline-driven in your approach to work.
• Use excellent time management and organization skills, accepting and closing multiple simultaneous support cases according to the service level targets set by your manager.
• Confirm the validity of all software defects before involving other Articulate teams.
• Log defects in our bugbase, provide sufficient data for further troubleshooting, and collaborate with other staff to recreate problems in a test environment.
• Meet with your team for periodic updates on software changes and team initiatives.
• Participate in product testing when asked, and provide input to other teams, acting as customer advocate for product improvement.
• Contribute to the Articulate knowledge base as needed to assist customers with specific incidents.
• Use our CRM system, Salesforce, to record, track, and close incidents via our electronic incident management system.
• Function as backup support for other members of the Support Team

What You Should Have:

• You must be able to exhibit a minimum of 2 years technical support experience with desktop software applications and web tools
• You are a digital native; you innately possess a deep and broad knowledge of all things technical, including but not limited to:
• Experience with all Articulate tools and applications
• Experience with Windows, Office and a wide variety of Windows applications, including experience troubleshooting installation problems; Mac experience is a plus; experience with iOS and Android devices.
• Web Technologies, including all major browsers, FTP, email delivery, Adobe Flash, accessibility tools, and challenges such as low bandwidth, proxy servers, content filters, and firewalls
• Multimedia creation, including editing of Audio, Video, and Images
• Comfortable digging in and analyzing log files from an application you’ve never used before
• Basic understanding of corporate networks and security protocols
• Basic understanding of the SCORM specification
• Basic understanding of HTML.
• Experience with Learning Management Systems is a plus.
• Experience with remote troubleshooting applications including Windows Remote Desktop, GoToAssist, or join.me
• Experience with collaboration tools such as Slack, ScreenHero, Skype, WebEx, GoToMeeting, Zoom, or Google Hangouts
• You are able to handle stressful situations while maintaining a friendly and professional attitude.
• You have excellent written communication skills; able to convey complex concepts concisely and clearly to customers with professionalism, empathy, and excellent grammar and spelling
• You are positive, empathetic, driven, collaborative, flexible, and confident.