Customer Support Engineer

About DTEN

DTEN, a developer of enterprise collaboration solutions, that is changing the way teams connect, communicate and collaborate. With highly integrated, AI-powered technologies, DTEN helps teams bridge global organizational challenges of time and place. DTEN solutions provide high quality real-time, interactive, face to face experiences for teams to work together, from anywhere in the world, in the most creative and efficient ways.

Overview

DTEN is growing and looking for a seasoned Customer Support Engineer. You will be responsible for providing the highest level of technical support, independently resolving complex problems, and working with dev-ops and product teams to deliver solutions in a timely manner for all DTEN products. You will work with DTEN’s Sales, Customer Success and Engineering teams to ensure our customers, resellers and partners receive the highest level of service and support satisfaction. 

What you’ll Bring

• The ability to make decisions and solve problems in a timely manner

• A customer centric approach in resolving concerns, setting up product and securing customers loyalty to our product and services A team player mentality, that feeds on collaboration, innovation and creativity

• A keen ability to explain complex issues in simple terms to ensure mutual understanding with customer solutions

• A basic understanding of AV/VC technology 

• A true love for helping customers and providing solutions

• Passion to deliver an amazing experience to customers 

Responsibilities

• Provide global support for our worldwide customer base and manage simultaneous customer cases in a highly demanding environment.

• Develop and maintain excellent relationships with our customers and partners, and help improve and maintain the highest level of customer satisfaction.

• Logging and managing issues using appropriate management tools (Zendesk).

• Promptly escalate unresolved issues to appropriate internal teams.

• Provide impeccable follow-up with customer issues and status in a timely manner

• Proactively working the support ticket queue and managing customer expectations on resolution time.

• Work closely with the development team to help resolve the product bugs and deliver solutions in a timely fashion.

• Proactively identify issues and take mitigation steps before they become “noticed” by customers.

• Responsible for troubleshooting hardware and software technical issues

• Deliver positive communications to our internal and external customers.

• Offer additional tips, best practices and solutions, related to their service issue, whenever possible.

• Maintain a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.

• Proactively share knowledge with internal and external customers, by providing new and updated FAQ solution material.

• Work cross-functionally with Product, Engineering, and other teams to ensure resolution of customer issues.

Minimum Qualifications

• 3-5 years of experience in a customer service/ technical support role

• Impeccable follow-through and commitment to quality customer service.

• Proficiency in Zendesk products, Google Suite and Salesforce. 

• Zoom platform knowledge is a big plus.

• Mandarin speaking is a plus.

• Comfortable in a fast-paced, ever changing environment.

• Strong oral, written, and interpersonal communication skills.

• Proven customer service skills with attention to detail.