About this role
Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Eptura’s software suite. You'll become a master of our software and a guru of our clients' needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact. Passionate Support : Be the enthusiastic voice of Eptura, delivering best-in-class global customer support. Technical Expertise : Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism. Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds. Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction. Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers. Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch. Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings. Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes. Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback. Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members.