Are you a results-driven professional motivated by a drive to bring your customers success? Are you an effective communicator capable of collaborating with multiple teams to achieve your goals? Do you enjoy working directly with customers? Do you thrive on working with complex and challenging technology? If you’re a support engineer with a track record of successfully resolving customer issues quickly, confidently and independently — then this may be the perfect job for you. The GFI Customer Support Engineer is at the core of our customer’s success. GFI product portfolio is a challenging set of mission critical products, and we are looking for talented and experienced engineers to join our team. If you are a problem solver and enjoy working on an exciting and fast-paced environment, this may be the perfect opportunity for you to join us and take your career to the next level.
Working From Home

About the Company:

GFI provides software solutions for SMB; our specialization is Security and Networking.
Our key core value is to make our customer successful and from there we trust our business will grow.
Naturally, our support team is held to the highest standard and we want all our team members to live and breathe our customer success value.

Total compensation is USD$15/hr for a 40-hour workweek.

Key Responsibilities of the L2 Customer Support Engineer:   

  • Own customers' incoming issues, resolve them to the extent of your scope of action and escalate as needed to other technical departments.

  • Handle customers' queries through email, phone and chat.

  • Live up to the standard of being the front-line representative of the company with our clients, reactively and proactively.

  • Successfully complete other duties as required.

Required Skills and Experience:

    • Basic level of tech knowledge of networking: TCP/IP, Powershell, ISS, SQL, HTML.

    • Know how to prioritize based on business needs.

    • Defuse any escalated customer situation.

    • Effectively communicate technical solutions to non-technical customers

    • Know the specifics of communications with end users as well as professional clients and distributors

    • Team player, even if it is in a work from home environment

    • Worked as a front-line agent in a high-volume contact center

    • Performed tech support tasks for B2C or B2B customers
    • Excellent English communication skills; other languages will be considered an asset.

This role may be a great fit if you...

  • Are an excellent team player

  • Are a self-starter who can work on own initiative

  • Are a problem solver who thinks outside the box

  • Enjoy working directly with Customers

  • Are results driven – Customers Success is always front and center

  • Thrive on working with complex and challenging technology

To qualify, please provide a resume/CV demonstrating the required experience and skills.  From there, to help us find the top 1% of talent, there will be a series of interviews and online skills examinations.  We realize these are challenging and can require a decent amount of time - so we thank you in advance for your efforts.  Please note that you will not be paid for these interviews or skills tests but we hope you will complete them to help us truly evaluate your talent vs your peers.

Are you up for the challenge?
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