As a Support Engineer, you will be responsible for providing exceptional technical support and assistance to our customers, ensuring their satisfaction with our products and services. You will act as a bridge between the customer and our engineering team, resolving technical issues and contributing to the overall improvement of our products.
Key Responsibilities
Customer Support: Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions.
Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.
Collaboration: Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience.
Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.
Skills, Knowledge and Expertise
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a technical support role, preferably within a software or technology environment.
- Strong understanding of operating systems, networking, and software applications.
- Excellent problem-solving and troubleshooting skills with a keen attention to detail.
- Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- Experience with ticketing systems and support tools.
- Ability to work collaboratively in a team environment and manage multiple tasks effectively.
Benefits
Medical Insurance
The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement
The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided
Under this arrangement, the employee is provided with an annual opt out payment.
Vision and Prescription
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.
Dental Coverage
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.
Originally posted on Himalayas