Technical Support Specialist
1 month ago
Plutus Ventures is seeking a detail-oriented and customer-focused Technical Support Engineer to join our support team.
The Role
Job Summary
We are looking for a skilled Technical Support Engineer to resolve technical issues, guide users through product functionalities, and collaborate with various teams to deliver high-quality solutions.
Key Responsibilities
- Troubleshooting and Issue Resolution
- Respond to customer inquiries, diagnose technical problems, and provide step-by-step guidance.
- Analyze, troubleshoot, and resolve hardware, software, and network-related issues.
- Escalate complex issues to appropriate teams, ensuring timely and efficient resolution.
- Customer Interaction
- Provide excellent customer service by communicating effectively with clients to understand and resolve their issues.
- Educate customers on product features, best practices, and troubleshooting techniques.
- Documentation and Reporting
- Document all support activities, including troubleshooting steps, resolutions, and client feedback.
- Contribute to the knowledge base by creating and updating FAQs, manuals, and technical support documentation.
- Product and Process Improvement
- Identify patterns in customer issues and provide feedback to product and engineering teams for improvement.
- Actively participate in team meetings to share insights, learnings, and suggestions for enhancing the support process.
- Collaboration and Continuous Learning
- Work closely with cross-functional teams (development, quality assurance, product management) to resolve issues and improve customer satisfaction.
- Stay updated on the latest industry trends, tools, and technologies.
Ideal Profile
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Proven experience in technical support, IT support, or related field.
- Proficiency in diagnosing software and hardware issues.
- Strong knowledge of operating systems (Windows, macOS, Linux) and network protocols.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
- Familiarity with customer relationship management (CRM) and help desk software (e.g., Zendesk, ServiceNow).
- Experience with scripting or coding (Python, Bash) is a plus.
What's on Offer?
- Work within a company with a solid track record of success
- Excellent career development opportunities
- Leadership Role
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