Technical Support Engineer (Remote)

Job Role:

We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution


• Research, diagnose, troubleshoot and identify solutions to resolve customer issues


• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams


• Provide prompt and accurate feedback to customers


• Ensure proper recording and closure of all issues


• Prepare accurate and timely reports


• Document knowledge in the form of knowledge base tech notes and articles


• Follow the SLA for issues with respect to the severity. 

Requirements:

• BS degree in Information Technology, Computer Science or equivalent


• Proven working experience in enterprise technical support, IT support or as a technical engineer


• Deep knowledge in the product that the technician is supporting.


• Strong problem-solving skills


• Excellent client-facing skills


• Excellent written and verbal communication skills