Overview

Job Summary
The Support Engineer I is responsible for assisting clients with troubleshooting and diagnosis of all PoliteMail products. Working with clients via email, phone calls and screen share sessions.We are looking for an entry-level candidate who is flexible, willing to learn, and can ask the right questions.

Responsibilities and Duties

  • Provide Technical Support and act as the first point of contact for customers seeking technical assistance, addressing inquiries related to software, hardware, and cloud infrastructure.
  • Diagnose, troubleshoot, and resolve product issues reported by customers in a timely and efficient manner via phone, email or screenshares. Work closely with other teams and level II and III engineers to resolve more complex issues.
  • Communicate effectively with customers to understand their technical challenges, ensure their concerns are addressed, and provide clear, actionable solutions.
  • Work closely with product and development teams to escalate, track, and resolve complex technical issues.
  • Assist in creating and updating technical documentation and knowledge base articles to help customers resolve common issues independently.
  • Leverage your experience with Microsoft products (such as Microsoft Azure, Office 365, and SQL Server) to resolve issues related to integration, performance, and functionality in the PoliteMail environment.
  • Log and track support tickets using internal systems (CRM Dynamics and Odin), ensuring that all incidents are documented, escalated, and resolved according to SLAs (Service Level Agreements).
  • Perform root cause analysis of recurring issues, working to prevent future problems through proactive improvements and communication.
  • Ensure customer satisfaction by providing timely, clear, and empathetic communication during every step of the support process.
  • Work towards becoming a subject matter expert on PoliteMail products.
  • Other duties as assigned

Qualifications and Skills

  • Multi-tasker
  • Detail oriented
  • Looking for an opportunity to grow
  • Troubleshooting
  • Perform Validation Testing
  • SQL experience
  • Familiar with Microsoft platform technologies including:Windows IIS Server
  • SQL Server
  • Microsoft Office
  • Exchange
  • Azure AD

Gender :
Any

Age range :
N/A

Minimum qualification :
No_minimum

Minimum years of experience :
1 Year

Differently abled may apply :
Yes


About PoliteMail Software

PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages.  Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests and new product.