Associate Technical Support Engineer

Join Mimecast, a leading cybersecurity company, as an Associate Technical Support Engineer. In this role, you will provide first-line technical support to customers using Mimecast products, troubleshoot technical issues, and implement solutions. You will also contribute to the refinement of knowledge base articles and provide exceptional customer service. Ideal candidates will have strong communication skills, a customer-centric approach, and a passion for problem-solving.

• Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution.
• Analyze symptoms, diagnose root causes, and implement solutions using best practices to resolve customer problems.
• Identify trends and patterns in customer issues, proactively suggesting improvements or solutions to prevent future problems.
• Exhibit a proactive approach to problem-solving, anticipating customer needs and providing proactive recommendations and solutions
• Self-motivation and team player skills
• Display strong teamwork and collaboration skills, working effectively with cross functional teams and seeking help from seniors when needed
• Detail oriented individual that enjoys the challenge of technical troubleshooting
• Experience of working in a fast-paced environment
• Experience with administration and support of Active Directory, Azure, Google Directory is beneficial
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner
• Demonstrate strong interpersonal skills, building rapport with customers and colleagues to establish trust and effective working relationships
• Showcase strong time management and organizational skills to prioritize and handle multiple customer cases simultaneously
• Possess excellent communication skills, both verbal and written, to effectively communicate technical concepts to customers and colleagues
• Good communication skills both over the phone and via e-mail
• Exhibit a customer-centric approach, showing empathy and patience while assisting customers with their technical challenges
• An understanding of internet fundamentals, network routing, and e-mail delivery
• Experience in a customer focused role and a customer-focused attitude
• Maintain a positive and professional attitude, even in high-pressure situations, to ensure a positive customer experience
• Demonstrate strong problem-solving and analytical abilities to quickly understand and diagnose complex technical issues
• Show adaptability and flexibility in a fast-paced and dynamic technical support environment
• IT industry experience and any experience working with Customers is advantageous
• Display a continuous learning mindset, staying updated with new technologies and industry trends to enhance technical expertise