Technical Support Engineer II

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Team Lead, Business Generation and help us do what we do best: propelling business forward. Learn more about us.

In This Role, You Will

• Answer incoming customer support requests in a fast-paced environment and assisting customers with product-related queries.
• Take the time to understand the customers problem/request, then perform all necessary steps to resolve their problem with our Product.
• Provide best practices on application features, determining the customers configuration opportunities and needs.
• Work on issues that range from answering product questions to providing basic to intermediate technical support.
• Performance is primarily measured through Customer Feedback, Knowledge Center System usage, and Schedule Adherence, in addition to other Key Performance Indicators.
• Maintains detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately.
• Closely work with the rest of the team to maintain up-to-date information in our knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist.
• You may also contribute to maintaining the current information across multiple platforms and content channels.
  
  

• Bachelors Degree or equivalent experience preferred.
• 2+ years in a Technical Support role within the technical service industry.
• Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
• Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
• Case Management experience is necessary.
• Proficient verbal and written communication skills.
• Ability to listen, assess, determine, and communicate corrective technical measures.
• English proficiency is required. Bilingual is a plus.
• Customer-Centered – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
• Ability to de-escalate customers in challenging circumstances.
• Ability to think critically, troubleshoot, and solve problems.
• Familiarized with the data-driven, metrics-oriented environment.
• Meet or exceed operational targets within your role.
• Has a keen interest in Software-as-a-Service (SaaS).
• Has a Growth Mindset!
  
  

• Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
• Basic knowledge of load balancing technologies (NetScaler preferred).
• Basic knowledge of JavaScript, Python, and PHP, API calls.
• Basic knowledge of conditional calculations.
• Basic knowledge of troubleshooting web applications and SSO setup issues.
• Basic knowledge about Security Certificates.
• Shift Timings: 6:30pm to 3:30 AM (Fixed Shift)
  
  

• Competitive remuneration package
• Employee Stock Purchase Plan Enrolment
  
  

• 30 days of earned leave
• An extra day off for your birthday
• Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
• Professional development reimbursement 
• Interest subsidy on loans - either vehicle or personal loans.