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Articulate

Tier II Customer Support Engineer

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Philippines

20h ago
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Job Description

$23,367 - $23,367
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.
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