Software Support Engineer

We are looking for a new team member, a Software Support Engineer that will contribute to our platform by offering customer support and onboarding, and will ensure that our product meets the established standards of quality. 

As a Software Support Engineer, you will be an integral part of our mission to ensure customer success and satisfaction. This role requires product knowledge of our software, a solid understanding of software technology, and an ability to work directly with customers by phone, email, and chat to provide exceptional customer service.

You will be part of PROCESIO, an ambitious product built like a Startup under RINGHEL mother company and with a focus on building a No-Code/Low-Code technology for building enterprise software.

We aim to empower companies to adjust faster to market changes with lower costs and using existing business personnel. And the vision is to be the default and natural step forward in building software, by any person – but also a core productivity tool, such as email, word processor, spreadsheet, and presentation tools, for every employee of an organization to use.

RINGHEL is the leading Romanian niche software provider for power and gas markets in Romania.

We have developed the suite of applications GeFEE that includes desktop and web platforms, covering the entire market activity flows.

Our platforms are used by 50% of the active electricity suppliers and 20% of gas suppliers on the local market. We are expanding in other countries and in order to easily localize and customize the platforms we will migrate and build products using the no-code technology.

We are a dynamic, agile and quality oriented company, providing our employees with a challenging and rewarding work experience.

Responsibilities:

  • Provide first and second level support for service requests and incident resolution on
    Procesio Platform

  • Responsible for logging and tracking incidents and service requests by utilizing,
    monitoring and managing Customer Portal ticketing system

  • Document detailed and proper descriptions of problems and resolutions in ticketing
    system

  • Accurately troubleshoot and decipher problems by asking probing questions and
    utilizing available resources

  • Analyze, diagnose, and provide workarounds, when possible, until the fix can be supplied to the customer

  • Escalate unresolved issues to the appropriate technical support engineers, with all
    available information

  • Maintain ownership of escalated incidents and requests through resolution, owning the
    relationship with the customer

  • Follow up on all outstanding calls and open ticket items to ensure timely resolution and
    customer satisfaction

  • Follow up with users to ensure problems were resolved successfully

  • Manage Procesio Platform releases/patches cycle

  • Maintain a predefined call closure rate on incidents entered into ticketing system

  • Document related issues to maintain a platform support Knowledge Base

  • Provide Generic how-to guidance on how to startup and make use of the platform

  • Initiate and deliver ad hoc individual client training workshops, if necessary

  • Facilitate forwarding new platform feature requests and provide platform feedback to
    the Product Development Team

  • Collaborate with Procesio product team to understand new features and enhancements
    related to upcoming releases

  • Monitor customer’s adoption of application and proactively encourage areas for
    improvement

  • Cultivate and maintain strong relationships with key customer’s stakeholders to ensure
    customer success

  • Maintain regular communication with both the customer and internal teams, and
    effectively manage client’s expectations

Professional knowledge and experience:

  • 2+ years of experience in a help desk support or development environment required

  • 1+ years of experience in working in web applications

  • Understanding of Incident, Problem, and Change Management and/or ITIL Framework is a plus

  • Basic knowledge in WebServices (SOAP, JSON-RPC, REST) & XML/JSON

  • Basic knowledge in Application and Web Server

  • Experience with Databases, such as MS SQL Server, Oracle Databases, IBM DB2, MySQL, PostgreSQL

  • Basic knowledge in C# programming and .NET framework

  • Basic Knowledge in frontend technologies

  • Previous experience in a client facing role providing implementation activities (i.e. customer support, customer onboarding)

  • Excellent content delivery skills to customers – verbal and written, preferably at a
    software company

  • Ability to present complex information to a variety of audiences

  • Great customer orientation, experience interfacing with clients

  • Excellent communication skills, both verbal and written

  • Proficiency in English

What we offer:

  • Professional, friendly and dynamic work environment
  • Competitive salary package
  • Premium medical subscription
  • Long term projects with many challenges and learning opportunities
  • A pleasant and stable job with a flexible schedule
  • Remote working as default (with occasional face-to-face meetings at the office)
  • Opportunity for career growth in a dynamic, fast growing entrepreneurial IT company