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Customer Support Engineer role at Terra Dotta in Chapel Hill

Terra Dotta in Chapel Hill is hiring a Customer Support Engineer

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**Company Description: ** Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to better manage international education and travel risk management programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability. The Role: Terra Dotta is seeking a motivated candidate to join our outstanding support team. Our ideal Customer Support Engineer is a great troubleshooter, an effective communicator, and a fast learner. You will work with our customers, most of whom are university staff, to help them navigate a robust set of features and troubleshoot issues so they can administer their programs.

What You Will Do: Communicate professionally with clients through case management system (CSM), email, Zoom, chat and telephone.

  • Utilizes product information to research, troubleshoot, and deliver solutions.

  • Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.

  • Troubleshoot problems by consulting documentation, knowledgebase, and past cases, reproducing issues in live or sandbox environments, extracting errors from the web browser and searching for solutions, and providing details and reproduction steps to developers.

  • Escalates problems to appropriate levels or teams to achieve issue resolution.

  • Work with the development team to plan, test, and release new versions of the software.

  • Proactively contribute to Terra Dotta’s knowledge base by creating and updating documentation.

  • Maintain clear tracking of ticket progress within the ticket.

  • Identify, research and resolve technical problems of moderate complexity.

  • Documents, tracks, and monitors the problem using applicable systems and tools.

  • Perform additional tasks as assigned by management.

  • Have previous experience with ticketing tracking systems such as Zen desk or Service now.  EDUCATION AND EXPERIENCE

  • Computer certificate or equivalent; college degree preferred.

  • 2+ years customer service experience required  REQUIRED EXPERIENCE

  • Excellent verbal and written communication skills including active listening.

  • Service-oriented and able to resolve customer grievances.

  • Proficient computer skills with the ability to learn new software.

  • Organized with attention to detail

  • quick Learner

  • Strong Multitasking skills to effectively and efficiently navigate multiple systems to extract necessary information 5o resolve the issues.  Knowledge of, or ability to learn the area of customer service specialization What You Will Love About Us:

  • Great Company Culture-Employing the "Whole" You!

  • Work That Stays at Work - Genuine work/life balance served here!

  • Rest and Relaxation –Flexible Time-off Policy, Sick Days, & Holiday Pay!

  • Health Benefits - Medical with HSA option, dental, vision, 401k with Company Match!

  • Company paid life insurance, short-term & long-term disability!