Customer Support Engineer

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.The RoleWe are seeking an experienced Customer Support Engineer to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you.Responsibilities:Manage large amounts of incoming tickets.Provide support to answer inquiries on products.Accept and handle technical requests.Triage tickets to the correct L2 teams.Follow communication procedures, guidelines and policies.Provide accurate, valid and complete information by using the right methods/tools.Build sustainable relationships and trust with customers through open communication.Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Keep records of customer interactions, process customer accounts and file documents.Take the extra mile to engage customers.Performs other specific duties or assignments as directed by Team Manager.Skills And Qualifications:A Bachelor’s in Computer Science or related field.2+ years of demonstrable experience in technical customer support.Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English.Ability to communicate with both technical and non-technical personnel in a clear and easy fashion.Must have technical and analytical ability to diagnose problems.Basic understanding of frameworks such as Agile, ITIL, COBIT.Proficient with ticketing tools ( Zendesk, Jira, Salesforce).Solid understanding of web page construction (HTML, CSS, JavaScript).Know how to execute standard debugging for website issues.Why Join JoVE?A competitive compensation package.You will make a direct impact in accelerating science research and education.Opportunity to work with global teams and in an environment that promotes innovation and collaboration.Our strong promotion from within culture draws a clear path to advance your career with us