IT Resolution Expert

4 weeks ago


Portland, Oregon, United States Ascend Software Full time
Job Description

As a Technical Support Engineer (TSE), you'll be a trusted problem-solver and advisor to our customers, ensuring exceptional support experiences that foster loyalty and trust. This role focuses on timely and empathetic resolutions of technical issues, maintaining high customer satisfaction (CSAT), and driving process improvements to enhance efficiency.

  • Diagnosing and resolving customer issues across a range of technologies, including SQL, C#, and modern web applications (AWS, etc.)
  • Communicating with customers via multiple support channels – primarily email, phone, and video conferences
  • Maintaining an average SLA adherence rate of 98% or higher, ensuring prompt and effective resolution of customer issues


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