Junior Technical Support Specialist

2 weeks ago


Mahwah, New Jersey, United States Commend Americas Full time

Join Our Team at Commend Americas

At Commend Americas, we believe that exceptional individuals are the foundation of our success. As we continue to grow, we are on the lookout for intelligent, dedicated, and collaborative professionals to enhance our dynamic team. Our workplace culture promotes transparency and flexibility, allowing us to focus on improving the experiences of our communities while also enjoying moments of levity.

Position Overview:

We are seeking a motivated Technical Support Engineer who will be responsible for delivering technical assistance and support to customers, clients, or internal teams facing challenges with computer systems, software applications, or other technological products. The primary goal is to ensure swift resolution of technical issues and to maximize customer satisfaction.

Key Responsibilities:

  • Responding to Customer Inquiries: Engage with customers or clients through various communication channels to understand and troubleshoot the technical challenges they encounter. This requires active listening, asking insightful questions, and documenting the specifics of the issue.
  • Troubleshooting and Problem Solving: Assess and diagnose technical problems using knowledge bases, troubleshooting guides, and other resources. Identify the root causes of issues and provide effective solutions or workarounds to restore functionality.
  • Escalation and Collaboration: Work alongside cross-functional teams, including development, quality assurance, and product management, to escalate complex or unresolved issues and ensure timely resolutions. Provide detailed information and updates to internal teams to facilitate problem-solving.
  • Documentation and Knowledge Sharing: Develop and maintain technical documentation, knowledge base articles, and FAQs to enhance support efficiency and assist users in finding self-service solutions. Share knowledge and best practices with team members to improve overall technical support capabilities.
  • Product Testing and Feedback: Replicate reported issues in a controlled environment to identify software bugs or hardware malfunctions. Report identified issues to the relevant teams and provide feedback for product enhancement.
  • Customer Education and Training: Aid customers in understanding product functionalities, features, and best practices. Conduct remote training sessions or create instructional materials to empower users to effectively utilize product capabilities.
  • Customer Satisfaction and Relationship Management: Ensure a positive customer experience by delivering high-quality support, adhering to service level agreements (SLAs), and resolving issues within agreed timelines. Build rapport with customers, maintain professionalism, and manage customer expectations.
  • Continuous Learning and Skill Development: Stay updated with emerging technologies, industry trends, and product updates to enhance technical expertise. Participate in training programs, workshops, and certifications to expand knowledge and skills.

Qualifications:

  • Strong analytical and problem-solving abilities.
  • Capacity to manage substantial amounts of information.
  • Effective teamwork skills.
  • Logical and strategic thinking.
  • A methodical approach to tasks.
  • Excellent customer service skills.
  • Outstanding communication skills, both written and verbal.

Benefits:

  • Competitive compensation package.
  • Medical and dental benefits available.
  • Office-based position.
  • 401K matching program.


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