SharePoint Product Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Product Support Engineer at SnapOn Software supporting customers with Appficiency NS and Microsoft 365 products. Focus on resolving customer issues and enhancing overall customer experience while driving product improvements.
Responsibilities:
- Play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products
- Work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience
- Help customers maximize the value of their NS systems
- Address and resolve customer issues promptly and effectively as an escalation point for customer support and CSA's
- Gather customer feedback to improve the products or service and enhance the overall customer experience
- Respond to ticket and support requests for all customers and help manage the ticket to its resolution within defined SLA's
- Work with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
- Maintain accurate records of customer tickets, and solutions, and report on key metrics for ticket response times and ticket trends
- Create and edit existing knowledge base articles and video content
- Represent customer needs and interests within the company to drive product roadmap and service improvements
- Test Bug resolutions and Change requests for the customers to ensure they meet their needs
Requirements:
- 3+ years in technical support or help desk experience, preferably at a SaaS company
- Degree in computer science/engineering, or equivalent work experience
- Creative troubleshooter, with an analytical approach to problem solving
- Strong written and verbal communication skills, highly organized and capable of multitasking
- Self-motivated and can work autonomously in a high-speed environment
- An owner’s mindset - you don’t shy away from the hard stuff
- 2+ years experience in Microsoft 365 - understand the admin side
- 2+ years experience in NetSuite
- Previously worked with third party platform and marketplaces
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Similar Jobs
Customer Support Analyst
Customer Support Analyst ensuring excellent customer experience during the customer journey with Nubimetrics. Providing support via chat and email while promoting platform adoption.
Customer Support Analyst
Customer Support Analyst ensuring excellent customer experience for Nubimetrics. Handling customer support via chat and email, promoting platform adoption and user training.
Associate Support Engineer – 1
Associate Support Engineer providing technical support and troubleshooting to customers while ensuring a high level of customer satisfaction. Collaborating with support engineers and managers to resolve technical issues.
Technical Support Specialist
Technical Support Specialist providing expert technical support at nCino. Responsible for troubleshooting complex product issues and serving as the first point of escalation for support personnel.
Technical Support Engineer – Tier II
Technical Support Engineer resolving complex technical issues for a cybersecurity platform. Collaborating with engineering and product teams to enhance customer experience and satisfaction.
Technical Support
Technical Support Specialist collaborating with cross-functional teams to provide support to CSG product suite. Maintaining application support and addressing inefficiencies for customer satisfaction.
Senior Support Engineer
Support Engineer bridging engineering and enterprise users of LanceDB. Building support infrastructure and handling distributed database customer inquiries.
AI Technology Support Engineer/Analyst
AI Technology Support Engineer/Analyst providing technical support for AI products and services at Amentum. Troubleshooting complex AI issues and collaborating with engineering teams to enhance product performance.
Database Support Engineer
Database Support Engineer providing technical support for PostgreSQL and TimescaleDB in a remote-first environment. Collaborating with customers to optimise their implementations and resolve complex issues.
Audio Video Technical Support
Audio Video Technical Support resolving technical issues at Daktronics for customers with exciting projects. Collaborating with teams in a high-technology environment.
Application Support Analyst I
Applications Help Desk Support at Kenco Logistics resolving user inquiries and technical issues. Team collaboration for software support and ensuring user satisfaction while maintaining logs.
Operations Support Engineer
Operations Support Engineer maintaining a virtual asset fleet for energy transition solutions. Overseeing optimisers and collaborating with engineering and product teams for operational excellence.
Technical Support Representative, Bilingual (English/Spanish)
Bilingual Product Support Representative educating and supporting customers on wealth management platform. Leveraging resources in Spanish and English to resolve customer questions.
Technical Support Representative
Bilingual Product Support Representative helping customers navigate our wealth and asset management platform. Engaging with internal resources to effectively resolve customer queries.
Technical Support Technician III
Technical Support Technician III at Mercury Insurance resolving end-user computing issues and mentoring technicians. Engaging in proactive problem management and preventive solutions implementation.
Technical Support Engineer
Technical Support Engineer aiding customers in resolving technical issues with cybersecurity products. Collaborating with engineering teams to enhance user support and experience.
Senior Technical Support Engineer – Weekend Shift
Senior Technical Support Engineer ensuring customer technical excellence and operational efficiency with complex technical issues. Collaborating with support, engineering, and product teams to maintain high client satisfaction.
Senior Technical Support Engineer
Senior Technical Support Engineer providing technical support for Kevel's ad tech products and services. Responsible for investigating issues, managing tickets, and collaborating with engineering on escalations.
Sales Support Analyst
Presale Analyst coordinating new business sales and RFP processes for Cigna Healthcare. Collaborating with Sales leads to drive membership and revenue growth through medically related quotes.
Senior Workday Technical Analyst
Experienced Workday Technical Analyst responsible for optimizing and maintaining the Workday system at WEX. Ensuring effective utilization and functionality of the Workday platform.