The Role:
Apryse is seeking a skilled and highly motivated Technical Support Analyst to join our dynamic team. We are actively changing the way people work with documents by being the graphics engine of choice for thousands of companies worldwide, within virtually all industries. If you are working with documents, there is a chance that Apryse is already working for you.
As a Technical Support Analyst, you will play a crucial role in assisting our customers with troubleshooting, issue resolution, and work closely with other teams to provide world class support. This role is highly focused on providing great customer service as well as accurate technical support.
This is a terrific opportunity to learn about Apryse's technology and product offerings. You will work closely with our Technical Support Engineers and Developers to identify issues while developing your skills in customer service and technical support. For entry-level applicants, we are willing to train the right candidate. Candidates must already be based in Belgium.
Responsibilities:
- Provide high-quality technical support to clients and customers regarding our core product offerings.
- Complete initial triage of issues across our line of products and work with cross functional teams to resolve issues
- Collaborate closely with the technical support team to understand the products covered and the customers' issues
- Assist customers in troubleshooting and resolving technical problems related to the product offerings
- Guide and educate clients in best practices for using the products and their capabilities
- Investigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions.
- Document and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), and solutions for future reference and internal training purposes.
- Collaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutions.
- Contribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiency.
Requirements:
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field preferred. Certifications/bootcamps/work experience can be substituted.
- Proven experience in technical support or a similar customer-facing role
- Strong proficiency with common workplace tools
- Excellent problem-solving skills and the ability to think analytically to resolve complex technical issues.
- Effective communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiences.
- Customer-focused mindset with a passion for delivering exceptional service and ensuring customer success.
- Ability to work independently, manage multiple tasks, and thrive in a fast-paced environment.
- Detail-oriented with excellent organizational skills to effectively prioritize and manage support cases.
- Flexibility to work occasional evenings or weekends to address critical customer needs.
Benefits:
- Competitive salary commensurate with experience & qualifications.
- A comprehensive extended benefits package.
- A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
- Highly autonomous and entrepreneurial environment.
- On going support for learning development so you can continue to master your craft.
- Work with the hardware you're most comfortable with (Windows or Mac)
- Diverse and inclusive workplace where we all learn from each other.
- Excellent work-life balance with a flexible remote work environment.
Company Description
As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Ready to join our team?
If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed.
We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.
