Job Title: Technical Support Engineer
Job Description:
Position Overview: We are seeking a highly motivated and skilled individual to join our team as a client facing Technical Support Engineer. In this role, you will be responsible for providing technical assistance and support to our clients and internal teams, ensuring their satisfaction and successful use of our products or services. You will act as a primary point of contact for clients, addressing their technical inquiries, troubleshooting issues, and guiding them through solutions.
Key Responsibilities:
- Client Support:
- Serve as the main point of contact for clients, offering timely and effective technical assistance via phone, email, or in-person communication channels.
- Understand clients' technical issues and inquiries, troubleshoot problems, and provide solutions or workarounds to resolve issues promptly.
- Ensure clear and concise communication with clients, guiding them through troubleshooting steps and providing updates on issue resolution progress.
- Technical Expertise:
- Develop a deep understanding of our products and services, including their features, functionalities, and technical specifications.
- Stay updated on new product releases, enhancements, and technical documentation to provide accurate and up-to-date support to clients.
- Collaborate with internal technical teams to escalate and resolve complex technical issues that require advanced troubleshooting or development intervention.
- Issue Resolution:
- Document client-reported issues, including detailed descriptions, steps to reproduce, and troubleshooting efforts, in our ticketing system.
- Escalate unresolved issues to appropriate internal teams, providing all relevant information and collaborating to find timely solutions.
- Follow up with clients to ensure successful resolution of their technical issues and gather feedback on their support experience.
- Knowledge Sharing and Training:
- Contribute to the creation and maintenance of technical documentation, knowledge base articles, and support resources for clients.
- Conduct training sessions or webinars for clients to educate them on best practices, tips, and tricks for using our products or services effectively.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience in technical support or customer service roles, preferably in a client-facing capacity, at least 2 years.
- Strong technical aptitude and proficiency in troubleshooting software, hardware, and network issues.
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical audiences.
- Exceptional problem-solving skills and attention to detail, with a focus on delivering high-quality support and achieving client satisfaction.
- Ability to multitask and prioritize workload in a fast-paced environment, while maintaining a positive and professional demeanor.
- Experience with ticketing systems, CRM software, and remote desktop support tools is desirable.
- Certification in relevant technologies (e.g., Microsoft, Cisco, CompTIA) is a plus.
Note: This job description is intended to outline the general responsibilities and qualifications for the role of a Technical Support Engineer and may be adjusted based on specific organizational needs and requirements.
Job Type: Full-time
Pay: $100,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Compensation package:
Schedule:
Ability to Relocate:
- Santa Clara, CA 95054: Relocate before starting work (Required)
Work Location: In person