As a Dedicated Support Engineer, you will ensure our team has the support and leadership required for clients to receive maximum value from eNgY products and services. Work closely with Client related issues, answer emails/chats and support clients for technical issues and requests. Monitor and support the core eNgY messaging platform.
The essence of the role:
The Support Engineer is responsible for ensuring our most valuable and strategic clients receive industry leading customer experience and technical service quality. Through managing support tickets, working closely with our clients and cross functional teams the position provides dedicated technical support and service delivery management for key clients who are assigned to them.
Shift schedule: covered time - 24/7 in different shifts which going to be arranged with other support members.
The eNgY Solutions Support Team shows excellent client-facing communication skills.
The members have preferably Industry experience; 1+ year’s experience supporting core IT production environments and willing to learn new technology.
Previous experience in the mobile industry or telephone services or having a keen interest in mobile communications (A2P SMS, MMS, OTT, IoT) is a feature eNgY Solution values in its Support Engineers.
They have basic knowledge with web-based protocols and general Linux-based TCP/IP networking. The members of the eNgY Solutions support crew have solid organizational skills including attention to detail and multitasking skills going hand in hand with a strong sense of personal accountability regarding decision-making and thereby developing or already owning a strong sense of ‘Customer First’ mentality.
The eNgY Solutions Support Engineer has Excellent time management and organizational skills and is always ready to be working in a fast paced, high-level collaborative environment and promoting a teamwork mentality. His strong analytical and problem-solving skills enable him to combat any problem that might occur.
Our Support Engineers are…:
- Individually responsible for establishing, defining and refining end to end delivery on services, incidents and requests for assigned clients
- Will deal with focused enterprise clients that are assigned to the role.
- Actively promote a close working relationship with our clients and internal teams to maximize service delivery and customer experience.
- Provide day-to-day support for customer escalations and incident tickets.
- Provide day-to-day monitoring and sometimes operational support and administration of
- Troubleshoot problems with and help reconfigure the messaging platform as needed to ensure the good service quality
- Conduct problem management and proactive service quality improvements
- Have a continual service improvement mentality
- Work closely with Service Delivery Management, Account Director and Account Manager to optimize customer experience
- Maintain positive and proactive relationships with customers
Why Engy Solutions?
At Engy Solutions, we offer a dynamic workplace with great opportunities. Here’s why you’ll enjoy being part of our team:
Exciting Work: Be part of innovative projects that make an impact.
Career Growth: Access to training, mentorship, and clear paths for growth.
Competitive Benefits: Competitive salary, paid vacation, bonuses, and flexible work options, including remote work aligned with your shift.
Inclusive Culture: We value diversity and encourage collaboration in a friendly and supportive environment.
Community Impact: Get involved in our community outreach and sustainability efforts.
If you feel you have what it takes; If you feel you can contribute to the Team if you are openminded and willing to learn new things. Do not hesitate and apply today.
