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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.
Provide first and second level support for service requests and incident resolution on
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
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
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
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
Cultivate and maintain strong relationships with key customer’s stakeholders to ensure
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
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: