Technical Support Representative
1 month ago
At Orionyx Engineering Ltd. The Technical Support Representative serves as the primary point of contact for clients and employees seeking technical assistance with engineering products software and services. This role involves diagnosing issues providing solutions and ensuring high levels of customer satisfaction while collaborating with crossfunctional teams to enhance product performance and user experience.
This is a remote role strictly for candidates within the United States.
Key Responsibilities:- Technical Assistance:
- Respond to inbound support requests via phone email and chat in a timely manner.
- Diagnose technical issues related to engineering software hardware and tools providing stepbystep solutions to users.
- Document and track support requests in the ticketing system ensuring all interactions are logged accurately.
- Customer Interaction:
- Communicate effectively with clients and team members to understand and resolve technical problems.
- Provide clear and concise explanations ensuring that users understand the solutions provided.
- Follow up with customers to ensure issues are resolved satisfactorily and to gather feedback on support experiences.
- Collaboration:
- Work closely with engineering development and product management teams to relay customer feedback and issues for continuous improvement.
- Participate in team meetings to discuss common issues and collaborate on solutions or knowledge sharing.
- Assist in the development of FAQs support documentation and training materials for users.
- Product Knowledge:
- Maintain uptodate knowledge of the companys products services and industry trends to provide accurate support.
- Engage in continuous learning through training sessions product updates and selfstudy to enhance technical expertise.
- Troubleshooting and ProblemSolving:
- Analyze complex technical issues and devise effective solutions utilizing critical thinking and problemsolving skills.
- Test and replicate issues reported by users to understand the root cause and facilitate resolution.
- Escalate unresolved issues to higherlevel technical support or engineering teams as necessary.
- Quality Assurance:
- Ensure adherence to service level agreements (SLAs) and performance metrics by providing prompt and effective support.
- Participate in quality assurance initiatives providing feedback on support processes and customer interactions.
- User Training:
- Conduct virtual training sessions and webinars to educate users on product features troubleshooting tips and best practices.
- Create and update training materials and user guides to enhance user understanding and efficiency.
- Reporting:
- Generate and analyze reports on support metrics customer feedback and recurring issues to identify trends and areas for improvement.
- Assist in preparing reports for management that summarize support activities and highlight potential enhancements.
- Education: Bachelors degree in Engineering Computer Science Information Technology or a related field preferred; relevant experience may be considered.
- Experience: 2 years of experience in technical support or customer service preferably in an engineering or technologyrelated environment.
- Technical Skills:
- Proficiency in troubleshooting hardware and software issues including operating systems applications and networking.
- Familiarity with engineering tools software applications and industryspecific technologies.
- Experience with ticketing systems and remote support tools (e.g. TeamViewer Zoom).
- Interpersonal Skills: Excellent communication skills both verbal and written with the ability to explain technical concepts to nontechnical users.
- ProblemSolving Skills: Strong analytical and problemsolving abilities with a proactive approach to resolving customer issues.
- Organizational Skills: Effective time management and multitasking skills with the ability to prioritize tasks in a remote environment.
- Fully remote position with flexible working hours; may require occasional overtime or oncall availability.
- Ability to work independently while maintaining effective communication with team members and management.
Job Types: Fulltime
Pay: From $27.50 $32.50 per hour
Schedule: Monday to Friday (8 hours daily)
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Vision insurance
- Health insurance
- Life insurance
- Paid time off
Work Location: Remote
- 401(k)
- Dental insurance
- Vision insurance
- Health insurance
- Life insurance
- Paid time off
Remote Work :
No
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