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Customer Support Engineer at Articulate in United States

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Description

Do you want to help customers solve challenging technical problems at an organization that invests in making customer support amazing? If so, we'd love to hear from you! We're looking for a Customer Support Engineer to join our fantastic team.

You're an ideal candidate if:

You're a sharp, knowledgeable technician with a genuine love for people that lets you solve the toughest problems. You're a recognized resource and go-to for friends, family, and coworkers. You're passionate about owning and resolving cases yourself, but humble enough to know when to ask for help. And you're flexible, collaborative, open to feedback, proactive, and able to manage problems from start to finish.

Your responsibilities:

  • Take on our customers' challenging technical problems, delight the customer, and remind them why they chose Articulate
  • Reproduce and isolate bugs before involving QA
  • Write high-quality bug reports
  • Help the engineering team prioritize bugs
  • Test products when asked, and act as a customer advocate
  • Write detailed client instructions and contribute toward the Articulate knowledge base
  • Use Salesforce to record, track, and close cases
  • Reside in The Philippines
  • Be available for rotating shifts

Your ideal skills/experience:

  • 2 years of technical support experience with desktop software applications and web tools
  • Extensive experience troubleshooting Windows, Office, and a wide variety of Windows applications; experience with Articulate software is a plus, but not a must
  • Innate understanding of web technologies, including all major browsers, FTP, email delivery, Adobe Flash, accessibility tools, and challenges such as low bandwidth, proxies, filters, and firewalls
  • No fear of logs-you can jump in and attempt to decipher any log file from any application
  • Be proactive and deadline-driven, manage your time well, be organized, and propose creative solutions
  • Basic understanding of HTML and of the SCORM specification
  • A love for turning frustrated customers into successful advocates
  • You love to help everyone: customers, peers, and the neighbor down the street
  • Excellent oral and written communication skills; able to convey complex concepts concisely and clearly to customers with professionalism, empathy, and excellent grammar and spelling
  • Experience working from home or in an environment with a lot of autonomy

Work life:

Articulate is a highly successful company with an empowering work culture. We give you autonomy over when, where, and how you work. We value productivity and results, not corporate B.S. And we keep our eyes fixed on our customers, helping them succeed in every way we can. We also believe that, to reach our diverse audiences, we need different viewpoints and voices in our midst. We welcome and celebrate differences and are committed to building a diverse team.

About Articulate:

Articulate is a nimble software company focused on building incredible e-learning software, community, and content. We have 48,000+ B2B customers, including 93 of the Fortune 100 companies and 19 of the 20 top-ranked universities. Our customers trust us because they know we're just as passionate about them as they are about us. Learn more about what it's like to work at Articulate at www.articulate.com/careers.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To Apply:

Upload your resume and cover letter selling us on why you're the perfect fit. A job at Articulate is highly coveted so your response will help us decide who gets the interview. Good luck!

Candidates must be in The Philippines.

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