Technical Support Engineer

Overview

We are seeking a dedicated and experienced Technical Support Engineer to join our dynamic team. This role is pivotal in providing high-quality support to our clients, ensuring their technical issues are resolved efficiently while maintaining a high level of customer satisfaction.

Responsibilities

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2. Provide Technical Assistance: Offer prompt and accurate technical support to clients via phone, email, or chat, addressing their queries and issues related to our products and services.
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4. Troubleshoot and Resolve Issues: Diagnose and resolve technical hardware and software issues by identifying the root cause and implementing solutions effectively.
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6. Incident Management: Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
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8. Collaboration: Work closely with other teams such as Product Development, QA, and Sales to ensure a seamless support experience and provide feedback on product performance and client experiences.
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10. Knowledge Base Management: Contribute to the development and maintenance of FAQs, guides, and other support documentation to improve customer self-service capabilities.
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12. System Monitoring: Use monitoring tools to proactively identify and address potential issues before they impact clients.
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14. Customer Feedback: Gather and report customer feedback to improve product and service quality and customer satisfaction.

Qualifications

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2. Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
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4. Experience: Proven experience in a technical support or similar role, with a deep understanding of computer systems, networks, and software applications.
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6. Technical Skills: Proficiency in various operating systems (Windows, macOS, Linux) and experience with remote desktop applications and help desk software.
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8. Problem-Solving Skills: Strong analytical and problem-solving skills with the ability to think critically and troubleshoot complex technical issues.
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10. Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly.
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12. Customer Service Excellence: A passion for customer service with a patient and empathetic approach to solving problems.

Preferred Qualifications

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2. Certifications: Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are beneficial.
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4. Languages: Proficiency in additional languages is a plus.

Working Conditions

This position may require occasional off-hours support and the ability to work in a fast-paced environment where priorities can shift quickly.

Benefits

1. Competitive salary and performance-based