Technical Support Specialist

3 days ago

Charlotte, North Carolina, United States Sparks Wiz Limited Full time
Job Summary

We are seeking a highly skilled Technical Support Representative to join our team at Sparks Wiz Limited. As a Technical Support Representative, you will play a crucial role in providing high-quality technical assistance and support to our clients and internal teams.

Key Responsibilities:
  • Technical Issue Resolution:
    • Provide timely and effective technical support for engineering software systems and tools used by clients and internal staff.
    • Troubleshoot and resolve technical issues related to software applications, network connectivity, and hardware components.
    • Escalate complex issues to senior technical staff or engineering teams as needed.
  • Customer Interaction:
    • Act as the first point of contact for clients experiencing technical difficulties, handling inquiries via phone, email, or chat.
    • Communicate effectively with clients to understand their technical issues and provide clear instructions or solutions.
    • Document all client interactions and technical issues in our support ticketing system.
  • System Monitoring and Maintenance:
    • Monitor the performance and stability of engineering systems and software applications.
    • Perform routine maintenance tasks such as software updates and system backups to ensure optimal performance.
    • Assist with the configuration and deployment of new software or system upgrades.
  • Documentation and Reporting:
    • Create and maintain technical documentation, including user guides, FAQs, and troubleshooting procedures.
    • Generate and analyze support metrics and reports to identify common issues and areas for improvement.
    • Contribute to knowledge base articles and support materials for both internal and external use.
  • Training and Support:
    • Provide training and support to clients and internal staff on the use of engineering software and tools.
    • Develop and deliver training sessions or webinars to enhance user proficiency and address common technical challenges.
  • Collaboration:
    • Work closely with engineering teams and other departments to understand software requirements and issues.
    • Collaborate with software developers and IT staff to address technical problems and enhance system functionality.
Qualifications:
  • Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
  • Experience: Prior experience in a technical support role is preferred but not required; engineering or technical backgrounds are a plus.
  • Technical Skills: Familiarity with engineering software and systems, such as CAD tools, project management software, or data analysis applications.
  • Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues.
  • Communication: Excellent verbal and written communication skills with the ability to convey complex technical information clearly.
  • Customer Service: Demonstrated ability to provide exceptional customer service and support in a professional manner.
  • Organization: Strong organizational skills with attention to detail and the ability to manage multiple tasks efficiently.
Preferred Skills:
  • Experience with remote support tools and ticketing systems (e.g. Zendesk, ServiceNow).
  • Knowledge of networking concepts and protocols.
  • Familiarity with engineering project workflows and terminology.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for professional development and career growth.
  • A dynamic and collaborative remote work environment.
  • Supportive team culture with a focus on innovation and excellence.

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