Technical Support Specialist

4 weeks ago

Austin, Texas, United States Online River Full time
Job Description

As a Support Engineer at Online River, you will play a critical role in delivering exceptional technical support and assistance to our customers. Your primary responsibility will be to provide timely and effective solutions to customer inquiries and technical issues via various communication channels.

Key Responsibilities
  • Customer Support: Respond to customer inquiries and technical issues, providing solutions that meet their needs and expectations.
  • Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
  • Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions.
  • Collaboration: Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience.
  • Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
  • System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
  • Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
  • Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
  • Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
  • On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Proven experience in a technical support role, preferably within a software or technology environment.
  • Strong understanding of operating systems, networking, and software applications.
  • Excellent problem-solving and troubleshooting skills with a keen attention to detail.
  • Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
  • Experience with ticketing systems and support tools.
  • Ability to work collaboratively in a team environment and manage multiple tasks effectively.
Benefits
  • Medical Insurance: Comprehensive coverage for employees and their eligible dependents.
  • Vision and Prescription: Coverage for employees and their eligible dependents.
  • Dental Coverage: Coverage for employees and their eligible dependents.

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