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Associate Technial Support Engineer

1 month ago

Mahwah, United States Commend Americas Full time

Fantastic individuals are the cornerstone of Commend Americas success. As a growing organization we're seeking intelligent, passionate, collaborative, and down-to-earth professionals to join our expanding team. Our culture is transparent and flexible, and while we work diligently to enhance the experience of everyone in our communities, we always have time for laughter.


Commend Americas is looking for a highly motivated Technical Support Engineer who is responsible for providing technical assistance and support to customers, clients, or internal teams who are experiencing issues with computer systems, software applications, or other technological products. Their primary objective is to ensure prompt resolution of technical problems and maximize customer satisfaction.


Responsibilities:

·       Responding to Customer Inquiries: Interacting with customers or clients via phone, email, or chat to understand and troubleshoot technical issues they are facing. This involves active listening, asking probing questions, and documenting the details of the problem.


·       Troubleshooting and Problem Solving: Analyzing and diagnosing technical issues by utilizing knowledge bases, troubleshooting guides, and other available resources. Identifying the root cause of problems and providing effective solutions or workarounds to restore functionality.


·       Escalation and Collaboration: Collaborating with cross-functional teams such as development, quality assurance, and product management to escalate complex or unresolved issues and ensure timely resolutions. Providing detailed information and updates to internal teams to aid in problem resolution.


·       Documentation and Knowledge Sharing: Creating and maintaining technical documentation, knowledge base articles, and FAQs to improve support efficiency and help users find self-service solutions. Sharing knowledge and best practices with team members to enhance overall technical support capabilities.


·       Product Testing and Feedback: Replicating reported issues in a controlled environment to identify software bugs or hardware malfunctions. Reporting identified issues to the appropriate teams and providing feedback for product improvement.


·       Customer Education and Training: Assisting customers in understanding product functionality, features, and best practices. Conducting remote training sessions or creating instructional materials to empower users to leverage product capabilities effectively.


·       Customer Satisfaction and Relationship Management: Ensuring a positive customer experience by delivering high-quality support, meeting service level agreements (SLAs), and resolving issues within agreed timelines. Building rapport with customers, maintaining professionalism, and managing customer expectations.


·       Continuous Learning and Skill Development: Keeping up to date with emerging technologies, industry trends, and product updates to enhance technical expertise. Participating in training programs, workshops, and certifications to expand knowledge and skills.


Qualifications:

·       Analytical and problem-solving skills.

·       The ability to handle large amounts of information.

·       Teamworking skills.

·       The ability to think logically and strategically.

·       A methodical approach to tasks.

·       Customer service skills.

·       Excellent communication skills, both written and verbal.


Benefits

·       Competitive compensation package.

·       Medical/Dental benefits available.

·       Office-based position.

·       401K match.