Product Support Engineer – Windows OS

This is a fully remote position, open to applicants in United States.

📋 Description

• Take responsibility for resolving reported technical issues experienced by customers.

• Ensure effective communication with customers.

• Implement application patches as necessary.

• Utilize secure remote access technologies to identify and resolve customer problems.

• Work collaboratively with team members to troubleshoot and address issues.

• Consult with other vendors to explore solutions for complex issues.

• Review customer documentation, manuals, procedures, and processes for accuracy and quality assurance.

• Develop and maintain both internal and external knowledge articles.

• Perform root cause analysis and suggest recommendations for long-term solutions.

• Prepare change control documentation for product corrections or configuration modifications.

• Research and offer guidance to customers on resolving issues related to Spok products, infrastructure, and associated technologies.

• Advise customers on optimal practices for application software, hardware, and system functionalities.

• Meet service level expectations while accurately documenting reported issues.

• Participate in a rotating 24/7/365 on-call schedule for urgent customer issues.

⛳️ Requirements

• An associate degree in a technical field is preferred.

• A minimum of 2 years of experience providing proprietary software support to external customers.

• Familiarity with Windows Server operating systems.

• Experience working with SQL.

• Excellent customer support skills.

• Ability to quickly evaluate client personalities and technical skills to work towards positive resolutions.

• Strong verbal and written communication abilities.

• Capability to perform under pressure while maintaining composure during technical issue resolution.

• Proficient critical thinking skills.

• Adaptability to work in a fast-paced environment.

• Willingness to participate in a 24/7/365 rotating on-call schedule for urgent customer issues.

🏝️ Benefits

• Flexible work arrangements that promote work-life balance.

• Competitive salary packages.

• Comprehensive health, pharmacy, vision, and dental care plans.

• Option for a health savings account.

• Wellness benefits.

• Financial wellness initiatives.

• Retirement benefits.

• Family support resources.

• Opportunities for continuing education.

• Generous time off benefits.

• Learning and development opportunities.

• Occasional travel to customer sites may be required (less than 5%).