Coreza Cloud Sprt ISalary Range: $80,000.00 to $100,000.00 depending on experience. Summary: The Coreza Cloud Sprt I position is a customer-focused role that acts as a frontline technical expert for Coreza products. This role blends technical troubleshooting, customer engagement, testing, and product expertise, ensuring customers receive timely, high-quality support and consistently excellent experience. This is a highly interactive, customer-facing role, where live video support is a primary channel alongside ticket-based support. The role interacts directly with customers in real time to diagnose and resolve complex issues efficiently.
Responsibilities: - Provide responsive technical support (Tier 1 & 2) via video calls, email, chat, and ticketing systems (e.g. Zendesk, ServiceNow) with a strong focus on technical support, and customer engagement.
- Conduct scheduled and ad-hoc video sessions, using screen sharing and live troubleshooting as a primary support method. Advise customers and dealers providing on boarding, set up/configuration, installation, and technical problem resolution. May conduct 1:1 training where required to ensure customers and dealers understand how to use the product effectively. Manage and prioritize support tickets through resolution.
- Prepare and deliver Sales/Technical demonstrations along with sales team to show case products/solutions. This could involve tailoring demonstrations to bridge the gap between product capability and customer/dealer needs.
- Diagnose and resolve technical issues across cloud services and integrations. Perform effective triage and root cause analysis of issues. Investigate and analyze logs, APIs, and system behavior. Test and reproduce issues and document findings. Translate technical concepts into clear, simple language for customers and Dealers during support interactions.
- Identify complex technical issues, run diagnostics and work with Engineering on escalated issues. Work with development teams to identify and track bugs and validate fixes. Develop testing protocols to recreate problems. Participate in pre-release testing as needed.
- Create and maintain documentation and knowledge base content. Ensure documentation
reflects current product behavior and advise engineering as needed of identified problems. - Perform other related duties as assigned.
Qualifications: - Bachelor's Degree (Computer Science) or equivalent years of experience.
- A minimum of 1 year of experience in a combination of the following; technical/product support, sales/support engineering or technical Internships troubleshooting across Windows, networking, and SaaS in a remote capacity or technical call center.
- Experience with APIs, logs, JSON / REST
o Ability to investigate issues using logs, session replay tools, API responses, and internal support tools
o Experience with Zendesk, ServiceNow, or similar tools preferred
o Experience with triage, testing, and validation
- Strong documentation skills with ability to translate technical issues into clear, client friendly language
- Demonstrated experience with technical root cause analysis and resolving technical problems in an effective manner and ability to interpret and resolve issues with an emphasis on customer care. Strong troubleshooting and root cause analysis skills in SaaS applications and integrations.
- Comfortable with video-based customer support
- Ability to identify and distinguish product defects, configuration issues, user error, and known issues.
- Demonstrated ability to work with minimal direction and collaborate with cross functional teams to understand resolve issues.
- Print management or IT infrastructure experience, Azure / AWS familiarity, and Scripting (PowerShell, JavaScript) preferred.
Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:
- Group health coverage (medical, dental, & vision)
- Employee Assistance Programs
- Pre-tax spending accounts
- 401(k) plan
- Company provided life insurance
- Pet Insurance
- Employee discounts
- Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days
