▷ 15h Left: Lead Technical Support Engineer
2 weeks ago
We are looking for a skilled and experienced Lead Technical Support Engineer to join our team. The ideal candidate will have over four years of experience in providing high-quality technical support, resolving complex issues, and ensuring excellent service to our customers. This role requires a proactive problem-solver with strong communication skills, technical knowledge, and a commitment to continuous learning and improvement.
Key Responsibilities:
- Customer Support: Provide prompt, accurate, and courteous technical support via phone, email, and chat to troubleshoot and resolve issues.- Issue Diagnosis and Resolution: Identify and analyze the root cause of problems, and provide effective solutions to resolve software, hardware, or network-related issues.- Product Knowledge: Develop an in-depth understanding of the company’s products, services, and technology to assist customers effectively.- Escalation Management: Collaborate with cross-functional teams, escalating issues when necessary to ensure timely resolution.- Documentation: Maintain accurate and detailed records of customer interactions and issues in the ticketing system, including troubleshooting steps and resolutions.- Continuous Improvement: Actively participate in training sessions, knowledge-sharing activities, and process improvements to enhance team efficiency.- Customer Education: Guide customers on best practices, preventive measures, and product features to enhance their experience and usage.- Reporting: Generate regular reports on technical support metrics, common issues, and resolution times to improve service standards.
Key Qualifications:
- Experience: 4+ years of experience in a technical support or similar role.- Technical Proficiency:- Operating Systems: Familiarity with Windows, macOS, and Linux.- Networking: Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).- Software/Hardware Troubleshooting: Proficiency in diagnosing and resolving issues related to software applications, hardware, and devices.- Databases: Basic knowledge of databases and SQL queries.- Cloud Services (Optional): Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.- Tools: Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.- Problem-Solving: Strong analytical and troubleshooting skills with the ability to think critically.- Communication: Excellent verbal and written communication skills to effectively interact with customers and internal teams.- Adaptability: Ability to work in a fast-paced, dynamic environment with shifting priorities.- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL) are a plus.
Preferred Skills:
- Customer-Centric Mindset: Passionate about delivering exceptional service and support.- Project Management: Experience in managing or assisting with technical projects is advantageous.- Technical Writing: Ability to create detailed and easy-to-understand support documentation.
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