Job Openings at SkyTop Technologies

Summary/objective

Position overview

Proactively engage with SkyTOP customers by providing solutions, direction and general troubleshooting. Collaborate closely with the customers to analyze trends  in user activity to enable the SkyTOP User Network (SKUN), become an effective tool for achieving business objectives and have a direct influence to make the necessary changes, needed to increase customer satisfaction and dedication. The individual will also obtain valuable feedback from our clients to facilitate enhancement of our products, and generate success stories.

Reporting to the Service Delivery Manager, you will be responsible for resolving customer issues reported to us via phone, chat, web, online forum and other channels. In addition to reacting to customer queries, you may also engage in variety of proactive support activities; developing and presenting screen-casts, hosting Q&A sessions in our online communities, and publishing technical articles on our website and other forums.

Responsibilities

User Support

• Respond to support requests via multiple channels, following documented processes.
• Liaise with customers and provide feedback to the company on areas that need improvement
• Document support interactions in a company –wide case management system.
• Advance unresolved issues with senior staff as required.
• Research verify, and document products defects.
• Actively handle personal backlog of support requests.
• Manage customer and partner expectations by providing timely updates on progress.
• Document, maintain and publish user success stories

Internal support

• Participate in product BETA activities and product testing events organized by the Product Development teams
• Remain informed on enhancements in supported products
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development teams to make improvements

Qualifications

• 7+ years’ experience using Autodesk and AutoCAD
• Strong customer service, troubleshooting, and analytical skills. A sales or marketing background is a plus.
• Strong written and verbal English communication skills. Additional language skills are advantageous.
• Experience using other AutoCAD verticals would be preferred.

Personal Attributes

• People-minded: able to empathize with, respond to, and solve customer issues
• Prompt: capable of making timely decisions based on sound logic and consideration on the consequences
• Take initiative: have a strong sense of ownership, with a bias for action and willingness to roll-up your sleeves
• Organized: able to clarify assignments, prioritize work and pay attention to detail, to ensure tasks are done in a timely and high quality manner
• Strategic: able to offer articulate recommendations and rationale while building support from key decision makers
• A wet sponge: actively listening to others in order to communicate technical information clearly and concisely
• Intellectually curious: able to learn from mistakes, adapt to change, and seek out ways to develop new skills
• Influential: be a role model, inspiring others and effecting a positive impact

Other duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.

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Summary/Objective

SkyTOP Technologies Ltd is looking for a talented Customer Support Specialist to join our Customer support Team.

Reporting to the Service Delivery Manager- Customer Support, the position holder will perform daily 1st Level technical support for our customers and resolution of 1st Line escalations, in order to achieve customer experience and expectations for SkyTOP Technologies. The individual will be tasked with fulfilling service requests within defined SLA’s and enhance timely service delivery.

Responsibilities

• Deal with support and customers issues raised on live chat /email /phone & social media.
• Timely resolution of customer complaints
• Document support interactions in our Incident Management System
• Troubleshoot, resolve incidents, analyse trends and report on support performance
• Continuously review and recommend customer solutions
• Provide input from resolved incidents to the Knowledge Base
• Liaise with level 2 and 3 technical support engineers to effectively diagnose, troubleshoot, and fix complex customer issues.
• Deal with escalations and progressively update on resolution activities
• Troubleshoot with Software Development to resolve and proactively capture customer issues.
• Customer Database Update and Management
• Perform customer field/site visits to ensure and sustain quality delivery of service.
• Perform root cause analysis on all incidents and problems to avoid recurrence and issuance of incident reports on the same.
• Proactive communication of service outages or software updates and progressively updating customers during faulting.
• Continuously review and improve on the existing processes to improve on best practices and ensure adherence.
• Ensure customer technical solutions are well documented

Key Attributes

• Evidence of well-developed problem solving and Customer Service Skills
• Strong verbal, written, organization and communication skills; must clearly communicate Systems related technical issues with customer /clients and management
• Strong organizational and time management skills with the ability to meet tight deadlines.
• Ability to work under pressure

Preferred Qualifications

• BSc Information Technology, BSc Computer Science, BBIT, or related technical field.
• Experience in using Autodesk AutoCAD software will be an added advantage
• ITIL, ITSM will have added advantage.
• At least 2 years’ experience in Technical Support and preferably from a software provider or equivalent.
• Proven customer service/support skills with internal and external customers
• Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, log file analysis and excellent reporting skills
• Involvement in implementing and supporting customer-based products and solutions.