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We are in search of a dedicated and skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a pivotal role in providing exceptional technical assistance to our clients and ensuring their satisfaction. If you are passionate about solving complex technical issues and have a knack for excellent customer service, we want to hear from you!
Responsibilities
- Provide top-tier technical support to clients via phone, email, or live chat, addressing inquiries, troubleshooting issues, and resolving problems efficiently.
- Collaborate with customers to understand and diagnose technical challenges, offering step-by-step guidance and solutions.
- Escalate complex issues to the appropriate teams and follow up until resolution.
- Maintain a comprehensive knowledge base of products, services, and technical solutions to assist clients effectively.
- Communicate technical information clearly and concisely to both technical and non-technical users.
- Assist in identifying patterns and trends in support inquiries and contribute to knowledge base updates.
- Participate in the creation and improvement of support processes and documentation.
- Strive to achieve and exceed customer satisfaction and support performance metrics.
Skills & Experience
- Previous experience in a technical support role or a related field.
- Proficiency in troubleshooting technical issues, including hardware and software problems.
- Strong understanding of operating systems, networking, and internet technologies.
- Excellent communication skills, both written and verbal.
- Patience, empathy, and exceptional customer service skills.
- Ability to work independently and collaboratively within a team.
- Strong problem-solving and analytical abilities.
- Familiarity with support ticketing systems and CRM software is a plus.
Good to have
- Certification in relevant technical areas (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional).
- Knowledge of scripting languages or coding skills.
- Experience with remote desktop tools and remote support.
- Familiarity with cloud computing platforms and virtualization technologies.
If you are a dedicated Technical Support Engineer who enjoys helping clients overcome technical challenges and is committed to delivering exceptional support, we encourage you to apply. We offer a dynamic work environment, opportunities for professional growth, and the chance to work on diverse and engaging technical support projects.
To apply, please submit your resume along with a cover letter outlining your relevant experience and why you are an ideal fit for this role.