About the job
Join our dynamic team at AvePoint as a Bilingual Support Engineer, where your communication skills and passion for technology will shine! We’re looking for enthusiastic individuals who are eager to learn and excel in customer service. In this role, you will have the opportunity to work in diverse IT environments, enhancing your technical and interpersonal skills.
Your Responsibilities:
- Serve as the primary point of contact for project-specific customer inquiries, ensuring issues are resolved effectively.
- Guarantee customer satisfaction through comprehensive Project Support and Maintenance.
- Gather information, conduct in-depth analysis, and troubleshoot technical issues.
- Adhere to Service Level Agreements (SLA) for response and resolution times, performing root cause analysis.
- Communicate clearly with both customers and the internal R&D team regarding necessary bug fixes.
- Oversee the status of raised issues, ensuring timely and effective resolutions.
- Continuously assess existing processes to improve and streamline customer support operations.

