Associate Technical Support Engineer

About the position

Mimecast is seeking a highly motivated Associate Technical Support Engineer to join our global support team, and provide first-line technical support to customers using Mimecast products. In this role, you will be responsible for promptly responding to customer queries and troubleshooting technical issues via phone and email. Your primary objective will be to identify and resolve customer problems by analyzing symptoms, diagnosing root causes, and implementing solutions using best practices.

What You'll Do

- Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution.

- Respond to customer inquiries and troubleshoot technical issues via phone or email, providing clear and concise explanations and instructions.

- Analyze symptoms, diagnose root causes, and implement solutions using best practices to resolve customer problems.

- Escalate complex technical issues to higher-level support or development teams as needed, ensuring timely resolution.

- Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system.

- Stay up to date with product knowledge and new features to effectively assist customers and provide accurate information.

- Provide customers with links to relevant Knowledge Base articles to help them better understand and resolve their issues.

- Contribute to the refinement of knowledge base articles, FAQs, and user guides to enhance self-help resources for customers.

- Identify trends and patterns in customer issues, proactively suggesting improvements or solutions to prevent future problems.

- Provide exceptional customer service, maintaining a professional and positive attitude while resolving customer inquiries and issues.

What You'll Need

- Experience in a customer focused role and a customer-focused attitude.

- Experience of working in a fast-paced environment

- Good communication skills both over the phone and via e-mail

- Self-motivation and team player skills

- Experience with administration and support of Active Directory, Azure, Google Directory is beneficial.

- An understanding of internet fundamentals, network routing, and e-mail delivery

- Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner

- Detail oriented individual that enjoys the challenge of technical troubleshooting

Soft skills and Collaborative Workflow :

- Possess excellent communication skills, both verbal and written, to effectively communicate technical concepts to customers and colleagues.

- Demonstrate strong problem-solving and analytical abilities to quickly understand and diagnose complex technical issues.

- Exhibit a customer-centric approach, showing empathy and patience while assisting customers with their technical challenges.

- Display strong teamwork and collaboration skills, working effectively with cross functional teams and seeking help from seniors when needed.

- Showcase strong time management and organizational skills to prioritize and handle multiple customer cases simultaneously.

- Maintain a positive and professional attitude, even in high-pressure situations, to ensure a positive customer experience.

- Show adaptability and flexibility in a fast-paced and dynamic technical support environment.

- Display a continuous learning mindset, staying updated with new technologies and industry trends to enhance technical expertise.

- Demonstrate strong interpersonal skills, building rapport with customers and colleagues to establish trust and effective working relationships.

- Exhibit a proactive approach to problem-solving, anticipating customer needs and providing proactive recommendations and solutions.

Qualifications

IT industry experience and any experience working with Customers is advantageous

The base salary range for this position is s$48k- s$60k plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.