Technical Support Engineer
Skills
Customer SupportCustomer-Focused ServiceFiddlerOperating SystemsProcess MonitorProduct SupportService Levels
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science Information Technology or a related field required
- Minimum of 2-5 years of experience in technical product support development or troubleshooting capacity required
- Strong experience with SAAS support and Microsoft SQL Server
- Familiarity with Call Center software or Workforce Management
- Proven analytical and problem-solving skills within a technical environment
- Exceptional communication skills and customer-focused service orientation.
Nice to have
- SQL Queries
- Networking Protocol
- CRM Experience
- Windows OS Administration
Day to day
- Proactively communicate and document issue status to internal teams and customers
- Track and manage issues using tools such as Salesforce and Jira
- Prioritize issues of varying severity and manage resolution or escalation within accepted service levels
- Apply technical expertise product knowledge and problem-solving skills to resolve customer reported problems
- Partner with Technical Operations Success Management and Implementation teams to escalate and resolve significant cases
- Provide excellent customer support while troubleshooting technical issues via phone web-based tools and email.