Technical Support Analyst

Krow provides next generation professional services automation (PSA) that is easy to use and deploy and built on the leading cloud platform from Salesforce. Our PSA application helps transform client delivery with a single unified solution for services teams and companies, providing the most connected and collaborative platform for customer success.

The Technical Support Engineer is responsible for providing high-quality technical support for the Krow PSA platform to customers, developers and prospects across the World through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our PSA platform. The job involves handling and resolving complex technical and functional queries from customers across the globe.

• Help resolve software and technical questions for the customer efficiently and effectively
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
• Extensively research and document customer technical issues
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.