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5 Oct 2018

Full-time LMS – SBE Support Engineer II

Cofense – Posted by Cofense Anywhere

Job Description

Reporting to the Manager of SBE Customer Support, the LMS-SBE Customer Support Engineer II is responsible for assisting international and external customers with ad-hoc support requests. The LMS-SBE Support Engineer II will interact with Cofense customers assisting with questions related to the use of Cofense’s products and engaging Cofense’s development staff, as needed.

Resolve incidents, issues, and problems, alone and through collaboration with internal Sales, Engineering, Development, and Product Teams and Cofense customers
Answer customer phone calls, chats and respond to emails in a professional and timely manner
Develop internal processes to facilitate effective issue management
Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses
Obtain, evaluate and research relevant data to resolve customer inquiries and issues; recording detail, including actions taken, in the Zendesk tickets
Monitor Support queue to ensure tickets are properly processed, coded, and assigned
Manage support ticket escalations through resolution and initiate escalations or submit JIRA cases to Development, if necessary
Other duties as assigned

The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice.

Knowledge, Skills and Abilities Required

Basic understanding of spear phishing and the risk it presents to large enterprises preferred
Basic knowledge of Moodle environments.
Understanding of messaging, SMTP and email hygiene products
Knowledge of LAN/WAN configurations and topologies
Excellent verbal and written communication skills, and strong keyboarding and telephone etiquette
Ability to sit and type for an extended amount of time while taking calls and cases through phone and email (wireless headset)
Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
Superior attention to detail and accuracy skills
A self-starter who is willing to identify out of the box solutions for new issues to minimize escalations to Product/Engineering Teams desired
Able to work effectively and be pragmatic as part of a remote team in a dynamic business environment, a team player who is willing to work collaboratively with other teams, improving inter-departmental communication desired
Comfortable working independently and able to escalate problems when necessary preferred
Able to understand and apply new things relatively quickly
Willing to mentor and guide fellow team members kindly and constructively
Can travel occasionally for team meetings and events
Can share knowledge and create procedural documentation
Knowledgeable of best practices, but open to introducing reasonable technical debt when necessary in order to meet business needs
Must be proficient in German and English (Native German speakers preferred).

Education and/or Experience:

2+ years supporting customers in an ad-hoc support role preferred
Experience using and supporting LMS training environments; including courses, enrollments, notifications and reports.
Advanced experience using and supporting SaaS environments
Advanced experience and knowledge of DNS

Location:

Munich, Germany

Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.

How to Apply

To apply for this position, please follow the link below: https://careers-cofense.icims.com/jobs/1879/lms---sbe-support-engineer-ii/job?mode=view

Job Categories: Featured and Other Jobs. Job Types: Full-time. Job Tags: customer support.

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