We are looking for a bright Tier-1 support engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.
Responsibilities:
We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 support engineers.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.
Educate and assist other departments within regarding systems, tools, processes, and customers request resolutions.
Create documentation in the form of knowledge base tech notes and articles.
The position requires on-calls availability from time to time.
Requirements: At least 2 years of experience in customer care, technical support, or equivalent.
Love technology, have curiosity about new products and approaches, and have a get-to-know-how-it-works attitude.
Excellent communication skills and the ability to interact effectively with technical personnel.
Self-motivated, proactive approach, and ability to work well with little direct supervision.
Strong problem-solving skills and a knack for troubleshooting.
Thrives under pressure.
be able to manage your time efficiently.
Ability to cover on-call during weekends.
Attention to detail, highly organized , and an absolute focus on the quality of the results.
Work experience in enterprise technical support is a plus.
Knowledge of Linux systems, utilities, and scripting is a plus.
This position is open to all candidates.