Service Support Engineer
Service Support Engineer
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Job Description
We are looking for a Remote Service Support Engineer who is skilled and focused on helping customers to join our growing team. You will be the first person our clients contact for technical problems and you will be responsible for fixing software and hardware issues and making sure our clients get quick high-quality support. The best person for the job is someone who is a proactive problem-solver has great communication skills loves technology and is dedicated to making customers happy.
Main Duties:
Technical Support: Help clients with software hardware and network problems over the phone by email and by chat. This is called Tier 1 and Tier 2 remote technical support.
Incident Management: Keep track of and manage support tickets and incidents until they are resolved and escalate complicated problems as needed.
Root Cause Analysis: Find and study the root causes of technical problems that keep happening and suggest long-term fixes.
Documentation: Keep the knowledge base up to date with accurate and thorough records of support requests troubleshooting steps and solutions.
Customer Communication: Always talk to customers in a clear caring and professional way and give them timely updates and follow-ups.
Collaboration: Work closely with the engineering product and QA teams to pass on customer feedback and help make the product better all the time.
Training and Education: Help make user guides FAQs and training materials that give clients the tools they need to solve problems on their own.
Compliance: Follow the rules of the company the law about protecting data and the best ways to keep information safe.
Necessary Skills:
A bachelors degree in a field related to computer science information technology engineering or a similar field or equivalent work experience.
At least two years of experience in technical support or service engineering ideally in a SaaS or IT setting.
Being able to fix problems with Windows macOS and/or Linux operating systems.
Knowledge of remote support tools and ticketing systems like Zendesk ServiceNow and Jira.
Good at analyzing organizing and managing time.
Good written and spoken English skills (speaking other languages is a plus).
Ability to work on your own handle many tasks at once and do well in a fast-paced distributed team setting.
Preferred Qualifications:
Certifications like CompTIA A Network Microsoft Certified: Azure Fundamentals or something like that.
Experience helping with cloud-based apps and services.
Understanding of basic networking concepts like TCP/IP DNS and VPNs.
You should have used scripting or automation tools before like PowerShell or Bash.
Pay and Benefits:
Pay by the hour: $30 to $45 depending on experience.
Remote Work: A flexible fully remote work environment that works with different locations and time zones.
Health and wellness: full medical dental and vision insurance (where available in the area).
Paid Time Off: Lots of paid time off sick leave and holidays.
Retirement: A 401(k) or similar retirement savings plan with company matching (if available).
Professional Development: a yearly budget for training and certification access to online learning platforms and chances to move up in your career.
Work-life balance: programs for health and wellness flexible scheduling and mental health resources.
Diversity and Inclusion: A promise to make the workplace fair diverse and welcoming for all workers.
Employment Type
Full Time
