Technical Support Engineer 19N40

We are seeking a highly motivated and skilled Technical Support Engineer to join our team and provide top-notch support to our customers. As a Technical Support Engineer, you will play a crucial role in ensuring that our clients receive the assistance they need to resolve any technical issues they encounter while using our products or services. You will be responsible for diagnosing and troubleshooting technical problems, providing solutions and guidance, and maintaining a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping others. Join our team and make a significant impact in delivering exceptional technical support to our valued customers.

Responsibilities

• Respond to customer inquiries and provide technical assistance through various communication channels.
• Diagnose and troubleshoot technical issues reported by customers efficiently and effectively.
• Provide detailed and accurate information to customers regarding product features and functionality.
• Escalate complex technical problems to higher-level support staff when necessary.
• Document and track customer interactions and technical problems in support ticketing systems.
• Collaborate with product development teams to identify and address product-related issues.
• Ensure customer satisfaction by delivering timely and high-quality support services.
• Conduct root cause analysis and recommend solutions to prevent future occurrences of technical issues.
• Assist in the creation and maintenance of technical support documentation and knowledge base articles.
• Participate in on-call rotation to provide after-hours support as needed.
• Continuously improve technical skills and stay updated with the latest product developments.
• Contribute to team objectives and participate in regular team meetings and training sessions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Proven experience in a technical support or customer service role is required.
• Strong understanding of computer systems, networks, and software applications is essential.
• Excellent communication and interpersonal skills to interact with customers effectively.
• Ability to work independently and manage multiple tasks while maintaining attention to detail.
• Proficiency in using support ticketing systems and customer relationship management software.
• Willingness to work flexible hours and participate in an on-call support rotation.