L1 Support Engineer


TECHNICAL SUPPORT TEAM

THE CHALLENGE

We are looking to hire a kickass problem-solver who is passionate about customer support and solving customer’s challenges.

If you are technically savvy, customer focused, and have outstanding communication skills, then you might be the right person to join our team.


DETAILS



  • Understand SendGrid emailing platform;

  • Provide product support for common customer inquiries received via email and chat;

  • Analyze technical issues and resolve basic support problems;

  • Enthusiastically respond to technical support requests through online chat and tickets;

  • Empathize with the customer and provide excellent customer service;

  • Learn all the ‘ins and outs’ of the product and services offered to properly assist users with selecting the appropriate subscription plan for their needs.



ABOUT YOU



  • Must have: at least 1 year of work experience in technical support;

  • Empathetic approach to troubleshooting and customer service;

  • English – advanced level, both written and spoken;

  • Reliable with teamwork spirit – you take ownership and you’re ready to help whenever needed;

  • Smart and proactive – take initiative, document yourself and ask questions;

  • Strong listening skills and analytic abilities;

  • Can follow objectives and key results;

  • Positive attitude – you also see solutions, not only problems; you understand that things aren’t smooth all the time, but you manage to keep your spirits up and remember to have some fun;

  • Strong problem solving skill set;

  • Enthusiastic about technology/early adopter;

  • Nice to have: technical degree.