We are seeking a knowledgeable and customer-focused Support Engineer to join our technical support team. The ideal candidate will be responsible for providing exceptional technical assistance to our customers, troubleshooting issues, and ensuring customer satisfaction. This role requires strong problem-solving skills, technical expertise, and the ability to communicate effectively with both technical and non-technical users.

Responsibilities:

• Provide first-level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly
• Troubleshoot and diagnose software and hardware problems, providing solutions to ensure optimal performance
• Collaborate with engineering and product teams to escalate and resolve complex technical issues
• Document customer interactions, issues, and resolutions in the support ticketing system, ensuring accurate record-keeping
• Conduct follow-ups with customers to ensure issues are resolved to their satisfaction and provide any necessary additional assistance
• Develop and maintain knowledge base articles, FAQs, and technical documentation to improve support processes and resources
• Assist in the testing and validation of new products, features, and updates to ensure a seamless customer experience
• Participate in training sessions and workshops to stay up-to-date with product changes and enhancements
• Gather feedback from customers to identify trends and areas for improvement in our products and services
• Collaborate with cross-functional teams to contribute to product improvement initiatives and enhance overall user experience

Requirements:

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent work experience)
• 2+ years of experience in technical support, IT support, or a similar role
• Strong understanding of computer systems, networks, and troubleshooting methodologies
• Excellent problem-solving skills, with the ability to analyze and resolve technical issues effectively
• Familiarity with ticketing systems and remote support tools
• Strong communication skills, with the ability to convey technical information to non-technical users
• Customer-focused mindset, with a passion for delivering exceptional service and support
• Ability to work independently and collaboratively in a team-oriented environment
• Willingness to learn and adapt to new technologies and processes

Work Environment:

• Office-based with potential for remote work options, depending on company policies
• Fast-paced and dynamic atmosphere that encourages collaboration and continuous learning
• Opportunities for professional development and growth within the technical support field