Tier II Customer Support Engineer

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January 8

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Articulate

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Articulate develops e-learning software, content, and resources that change the way the world learns. More than 118,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. Learn more about Articulate 360 at https://articulate.com/360.With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love. Learn more about Rise.com at https://rise.com.Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 1+ million member of E-Learning Heroes at https://community.articulate.com.As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees.We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020: articulate.com/about/careers

201 - 500 employees

Founded 2002

💰 $1.5G Series A on 2021-06

📋 Description

• 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.

🎯 Requirements

• 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.