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Technical Support Engineer

3 months ago

New York, United States augmentjobs Full time
Job DescriptionJob Description

Overview

We are seeking a proactive and customer-focused Technical Support Engineer to join our dedicated support team. The Technical Support Engineer will be responsible for providing technical assistance and support to our customers, ensuring prompt resolution of issues and effective communication throughout the support process. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to troubleshoot complex technical issues related to software, hardware, and network systems. This role requires a customer-centric approach, attention to detail, and the ability to collaborate with cross-functional teams to deliver exceptional technical support services.

Roles and Responsibilities:

  1. Customer Support:

    • Respond to customer inquiries, troubleshoot technical issues, and provide solutions via phone, email, chat, or remote sessions.
    • Identify and diagnose software, hardware, or network issues, escalating complex problems to appropriate teams for resolution.
    • Guide customers through troubleshooting steps and provide clear instructions to resolve technical issues effectively.

  2. Issue Resolution and Escalation:

    • Document customer interactions, technical issues, and resolutions in a detailed and accurate manner using ticketing systems or CRM tools.
    • Escalate unresolved issues to higher-level support or development teams, ensuring timely resolution and customer satisfaction.
    • Follow up with customers to ensure issues are resolved and provide updates on progress and resolution timelines.

  3. Technical Expertise and Training:

    • Stay updated on product features, technical specifications, and industry trends to provide knowledgeable support to customers.
    • Provide product training and guidance to customers on best practices, troubleshooting techniques, and system configurations.
    • Contribute to knowledge base articles, FAQs, and support documentation to enhance self-service resources for customers.

  4. Quality Assurance and Improvement:

    • Participate in quality assurance activities, including testing new software releases, identifying bugs, and providing feedback to development teams.
    • Recommend improvements to products, processes, and support workflows based on customer feedback and support trends.
    • Contribute to continuous improvement initiatives to streamline support operations and enhance customer satisfaction metrics.

  5. Collaboration and Communication:

    • Collaborate effectively with cross-functional teams, including Sales, Product Development, and Operations, to resolve customer issues and improve product reliability.
    • Communicate technical information and updates to customers, ensuring clear and consistent communication throughout the support lifecycle.
    • Participate in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and professional development.

Compensation:

  • Competitive base salary commensurate with experience and qualifications.
  • Performance-based bonuses or incentives tied to customer satisfaction metrics, issue resolution times, and support team performance.
  • Comprehensive benefits package including health insurance, retirement plans, and professional development opportunities.
  • Potential for career growth and advancement within the organization based on performance and contributions.