Application Support Engineer

Our client is seeking enthusiastic and energetic "geeks" - with experience in customer and technical support - to join their Global Support Team in Chicago. Please note that this would require you to work rotating shifts and 1 Saturday and Sunday per month. Shifts: 5-days week (9-hour shifts): Monday -Thursday: 9:00 AM - 6:00 PM, 10:00 AM - 7:00 PM , 11:00 AM - 8:00 PM Friday: 8:00 AM - 5:00 PM, 9:00 AM - 6:00 PM, 11:00 AM - 8:00 PM Saturday: 8:00 AM - 5:00 PM Sunday: 11:00 AM - 8:00 PMWhat You Will Be Doing - Resolve product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure a satisfactory resolution. - Keep accurate records and document customer service actions and discussions - Analyze statistics and compile accurate reports internally and with our Customers - Build sustainable relationships and trust with our customers through open and interactive communication - Provide accurate, valid and complete information on the our SaaS solution and technical issues by using the right methods and tools - Constantly improve customer service performance and proceduresWhat You Need for this Position - 3+ Experience providing technical support in a customer services team, ideally for SaaS software solutions or equivalent - Experience working with large international enterprise customers in business critical environments - A high-level of technical skills and hands-on capabilities, advanced troubleshooting and multi-tasking skills - Customer-service oriented - Strong client-facing and communication skills - Working knowledge of customer service software, databases and tools - Excellent skills in customer service and support procedures - Mother-tongue proficiency in English - both written and spoken - a must! - Flexibility to work customer business hours if required including evenings and weekends - Experience with information systems and technologies (e.g. data management, databases, SQL, etc.) - Spanish/Portuguese speaking - a plusSo, if you are a Application Support Engineer with experience, please apply today!