We're hiring an experienced Technical Support Engineer for the Microsoft Sharepoint and Power Platform space to provide excellent support to our customers in the PST (GMT+5) and AEST (GMT+10) time zones. We build products spanning a variety of technologies and often receive both beginner and deeply technical questions. Support is the most important product at PSPDFKit, and we want to make sure our customers have a great experience each time they interact with us.
- Take ownership of customer issues and see problems through to resolution according to our support guarantees.
- Provide support and maintenance of SharePoint On-Premise and Online platforms.
- Provide support for Microsoft Power Platform – MS PowerApps, MS Power Automate (Flow).
- Research, diagnose, and resolve customer issues.
- Ask customers targeted questions to quickly understand their needs and determine how to solve their problems or provide them with a solution.
- Provide prompt and accurate feedback to customers, often communicating with other teams, to provide the best experience.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Identify customers with extended support requirements.
- Communicate and collaborate with Sales and PMs about feature requests, and help track them.
- Improve our internal support guidelines.
- Add, refine, and improve support snippets, and identify areas where we need to improve our workflow.
About you...
- Be located somewhere that’s around the PST (GMT+5) and AEST (GMT+10) time zones or be able to work around these times.
- Have experience in the Microsoft Power Platform – MS PowerApps, MS Power Automate (Flow).
- Have experience in InfoPath form development and customization.
- Have experience in the development of SharePoint Designer workflow and Nintex Workflow.
- Have big-picture thinking. We don't want you to optimize for your KPIs, but for the company. Your role doesn't end at Zendesk. If you can tweak how we do support to lower incidents, this is a larger success than if you can make sure every incident is closed in five minutes (for example: write documentation for easy things, rather than being happy easy tickets get closed quickly). Enjoy working with a wide range of developers and both potential and existing customers.
- Be a self-motivated problem solver and able to thrive in a dynamic and customer-focused environment.
- Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.
- Be eager to learn the basics of a large variety of new technologies used in our products.
- Have an excellent written communication style — you'll be handling many tickets yourself.
- Have a well-rounded approach to problem solving.
- Work independently and have a high sense of responsibility.
- Understand the value of changes in the larger context of the business and the product’s customer.
- Have very good communication skills in English, both written and spoken. Additional languages are a plus! Use inclusive language for both internal and customer communication.
- Please note that you can be a perfect fit even if not everything we’ve outlined above applies to you. If you have any questions, please don’t hesitate to ask.