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Support Engineer

3 months ago

Dubai, Dubai, United Arab Emirates Aforza Ltd Full time
Aforza is a groundbreaking, fast-growing cloud company focused on transforming the Consumer Goods industry.

Backed by key Silicon Valley investors and built-in partnership with Salesforce, the worldwide leader in cloud business applications, Aforza helps Consumer Goods companies drive significant positive commercial transformation.

At Aforza, our values and culture are aligned with how we see the world, and our commitment goes way beyond building great cloud solutions.

Yes, we want to build applications that our users love, but we also want to make the world a better place.

We not only enable our clients to be more efficient and effective but are also building meaningful partnerships focusing on helping our clients reduce waste by providing best in class intelligence and automation wherever they conduct their business.

Job DescriptionHaving recently opened our new office in Dubai, Aforza is now looking for a talented Support Engineer to join our Support Team who are the first point of contact for customers experiencing challenges using our products.

As a Support Engineer, you will have an intimate technical and functional understanding of the Aforza platform and work closely with customers to solve their queries quickly and efficiently.

You will also work alongside our Product Engineering team, escalating critical matters to them when necessary, and will keep a keen eye out for areas in which our products can be improved.

You'll also leverage your deep technical and functional expertise, creative thinking, and top problem-solving skills to help ensure our customers are as successful as possible in their use of our industry leading products.

RequirementsBe the first point of contact for customers facing challenges with our products, helping them to resolve issues quickly and efficiently.

Assist customers in troubleshooting their issues which may relate to product configuration, integration or better education on their use of our products.

Take ownership of cases, liaising closely with customers as these progress, and following them through to a closed / resolved conclusion.

Work closely with the Aforza R&D team, where issues are identified relating to Aforza's products.
Develop and maintain technical expertise in assigned areas of product functionality.
Take responsibility for managing customer expectations and maximizing customer satisfaction.

Effectively manage your assigned queue of cases, submitted by customers on Aforza's Support Portal which is based upon Salesforce Service Cloud.

Create both customer-facing and internal Knowledge Base articles to ensure future issues can be handled more efficiently.
Identify root causes to issues with a view to resolving these permanently so fewer cases are raised in future.
Work as a team player by contributing, learning and sharing new knowledge, but be self-motivated, flexible, and take initiative.
Qualifications1 to 2 years of experience working in a technical role using Salesforce technology. Salesforce certifications will be looked upon highly favourably.
Experience liaising with external customers in a customer-facing organisation.
Demonstrable skill in a Customer / Technical Support role will be a bonus.
Bachelor's degree or equivalent experience, preferably in computer science or similar.
Excellent written and verbal communication skills.
Strong interpersonal skills – a blend of strength of conviction with diplomacy and a constructive attitude.

Strong work ethic, initiative, and drive, you will have a bias for action and a comfort with data and insight analysis.

There are plenty of good reasons to start your career at Aforza.

Here are a few:


Salary - competitive salaryShare Options - enrolment in the company's Share Option SchemeAnnual Leave - 25 days of entitlementPrivate Health CoverLife InsurancePension - Group Personal Pension Scheme with employer contributionWant to apply?Register your interest for this position using the form below.

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