Customer Service Technical Engineer

at  Comply365

ABOUT COMPLY365

Comply365 is a leading provider of Operational Content Management, Safety Management, and Training Management in the highly regulated industries of Aviation, Defense, and Rail. We provide a powerful combination of expertise and products underpinned by unified best practices, empowering airlines, rail, and defense organizations with the most comprehensive product portfolio to elevate operational excellence, and transform safety management and training, with closer integration of data across these domains. Comply365 ensures our customers’ teams and assets are always geared for peak operational performance and unlocks unparalleled financial and operational gains through more streamlined, robust, and agile operations.
Our culture truly sets us apart at Comply365. In addition to our unwavering dedication to our customers and products that we offer, we are, first and foremost, a diverse team of driven, energetic, and passionate individuals who work together to make a direct impact on the future of our company. We have built, and continue to build a world-class, dynamic, and people-first culture. We believe in celebrating one another’s achievements, open communication, and transparent leadership.

ABOUT THIS POSITION

We are looking for someone who will be a rockstar when it comes to customer service. The right candidate will be technically inclined and have a glowing track record of effectively communicating in writing and over the phone with clients at all levels. Reporting to the Director of Customer Service, this person will manage client requests for technical support by accurately assessing, researching and implementing the resolution in a timely manner. Business hours for this position may vary and may include evenings, overnights, or weekends.
Success in this role requires accuracy, speed, critical thinking and strong oral and written communication skills. You are an adaptable, teachable, and efficient person who is not afraid of deadlines and can work in a fun, fast-paced environment.

REQUIRED SKILLS & EXPERIENCE:

• 1+ years of experience in technical user support.
• 3+ years of customer service experience.
• Passion for technology, strong personal drive to continually learn, innovate and improve.
• Experience with chat and customer interaction.
• Basic knowledge of HTML.
• Basic technical knowledge of the techniques and procedures of software/hardware and IT infrastructure support.
• Able to identify, correct and/or advise on technical issues.
• Experience with Microsoft Excel, Word and Outlook.

PREFERRED SKILLS & EXPERIENCE:

• Basic knowledge of XML
• 1+ years’ experience supporting cloud-based or software-as-a-service products
• Degree in a business or computer science related field

RESPONSIBILITIES:

• Manage customer requests for technical support by accurately assessing, researching and implementing the resolution in a timely manner via telephone and e-mail.
• Execute professional communications with customers and colleagues to contribute to a successful and timely resolution of technical issues.
• Consistently demonstrate comprehensive understanding of the technical details of our products.
• Trouble-shoot and test product releases or enhancements and document potential issues.
• Monitor system performance, respond to alerts, perform light diagnostics and troubleshooting of back-end infrastructure and integration issues.
• Interact with the product and engineering teams for escalations.

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Remote-first, flexible work environment
• Unlimited PTO
• Comprehensive benefits package (medical, dental, vision, company-paid life insurance, HSA and FSA options)
• Paid leave of absence
• 401(k) plan with company match
• Ample learning and development opportunities
• Semi-annual on-site meetings
• Fun, positive, collaborative environment