Overview
Mpro5 is an operational compliance platform that helps large, multi-location businesses run smoother, safer operations by unifying tasks, checks, and reporting into one easy-to-use system-built around how our customers' teams already work. We're entering an exciting new chapter as a company and are looking for a Systems Engineer to join our team.
Responsibilities
* Investigate and triage reported incidents, ensuring accurate identification and replication of issues.
* Clearly document issue replication steps to facilitate efficient troubleshooting and resolution.
* Coordinate resolution efforts with multiple departments, ensuring all stakeholders are informed and involved as necessary.
* Regularly update customers with the status of their incidents, maintaining clear and professional communication.
* Assist with support queries as needed, ensuring all customer inquiries are addressed promptly.
* Respond to Customer Support requests via our ticket system, using telephone, email, and the ticket portal.
* Troubleshoot and monitor low to high impact issues, ensuring problems are resolved to completion and well documented.
* Ensure service requests and incidents are prioritized by urgency and impact to the customer.
* Ensure relevant support staff are aware of current support issues, facilitating effective team collaboration.
* Provide detailed investigation steps followed before escalating to other teams, ensuring a thorough understanding of the issue.
Qualifications
* A good understanding of Microsoft SQL
* Proven experience in a technical support or similar role, preferably within a SaaS environment.
* Strong problem-solving skills with the ability to think analytically and troubleshoot complex issues.
* Excellent written and verbal communication skills, with the ability to convey technical information clearly and concisely.
* Experience using ticketing systems and support tools.
* Ability to manage multiple tasks and priorities in a fast-paced environment.
* Strong customer service orientation with a commitment to providing exceptional support.
* A good team player
* Must have a positive attitude and be willing to take on tasks
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