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Customer Support Engineer NewsCred Ltd Dhaka, Dhaka, Bangladesh

Job category





BDT Negotiable




Apply before :


Thu May 20, 2021
Posted Date


Sat Apr 24, 2021

Job Summary

We are looking for Customer Support Engineer to join our team.

Job Description

Not specific

Job Responsibilities:
- Ensure timely, accurate, and professional service is provided to all customers and Zendesk tickets are closed as quickly as possible, with maximum client satisfaction
- Engage with customers in a friendly and personable manner
- Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s), participating in an 'on-call' rotation to ensure this coverage
- Efficiently diagnose, triage and, where necessary, escalate software issues (via JIRA), working towards team metrics for high quality standards around responsiveness, resolution and customer satisfaction
- Collaborate with the Product Management team to share insights around customer-reported issues, prioritize around defects and enhancement requests, and provide input on release planning & messaging
- Manage internal usage and adoption reporting requests
- Contribute to customer-facing knowledge base of help articles
- Query our application database and logs to understand issues at both the macro and micro levels
- Configure client applications and script solutions to recurring configuration issues

Employment Status:

Experience Requirements:
At least 2 year(s)

Additional Requirements:
- Immaculate English written and spoken skills is a must
- 2+ years of experience in a customer-facing, customer support role for a highly available SaaS solution
- BA or BS in a technical field is a plus, preferably in Computer Science or Engineering
- Proficiency in Zendesk and JIRA; proficiency in CMS platforms (such as Wordpress), Google Analytics and Tag Manager will be considered a plus
- Having a fundamental understanding of HTML and CSS is not a must but will definitely be advantageous
- Demonstrated ability to handle concurrent tasks in a fast paced environment enthusiasm and willingness to constantly learn
- Adeptness in thriving on ambiguity and bringing order to complex situations and issues
- Ability to drive multiple projects simultaneously with minimal direction
- Understanding of marketing or content marketing, and the technology solutions that support them, is a plus.

Apply Procedure:


1 year - 3 years  In relevant field.