Software Engineer I

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Act as the main point of contact for customers during the onboarding process, resolution of issues, and continual support.

• Identify, troubleshoot, and resolve known technical problems by utilizing established practices, procedures, and company policies.

• Align customer requirements with suitable Digital Insight services and suggest optimal usage practices.

• Provide clear instructions and training to customers regarding supported solutions.

• Maintain a focus on achieving successful customer outcomes and ensuring customer satisfaction.

• Handle multiple customer cases and small projects simultaneously.

• Produce clear, concise, and precise documentation for each case.

• Ensure timely and appropriate escalations with comprehensive documentation of issue specifics.

• Frame, update, reuse, and contribute to knowledge support resources.

• Develop knowledge base articles and enhance existing knowledge content.

• Identify, communicate, and engage in opportunities for process improvement.

• Share insights, challenges, and solutions with team members and cross-functional partners.

• Establish collaborative relationships with teams across Candescent and Digital Insight Software Solutions.

• Professionally represent the Candescent brand in all customer interactions.

• Modify communication style to suit customer needs and de-escalate high-tension situations.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent hands-on experience.

• Preferred 1-2 years of experience in technical support, software support, or a customer-facing technical role.

• Proficient in analyzing and diagnosing technical issues and applying known solutions.

• Familiarity with the most commonly utilized Digital Insight offerings and their functionalities.

• Ability to proactively implement product features into customer scenarios.

• Skilled in general computer and technical troubleshooting techniques.

• Capable of distinguishing between issues arising from Digital Insight offerings and external factors.

• Comfortable managing routine or semi-routine tasks following established procedures.

• Able to frame and escalate issues that are not addressed by existing support resources.

• Strong service-oriented mindset and collaborative working style.

• Professional, positive attitude and a consultative approach.

• Capable of adjusting communication style to meet customer needs, including de-escalating emotionally charged situations.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Supportive and collaborative team environment.