Technical Support Engineer

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

📋 Description

• Deliver technical assistance to customers via tickets, phone calls, meetings, and written correspondence

• Diagnose and resolve issues related to software, applications, systems, users, databases, and integrations

• Handle multiple support tickets while prioritizing requests based on urgency, business impact, and service level agreements (SLAs)

• Offer end-user support, especially for Microsoft Outlook

• Utilize knowledge of C# to investigate application issues and assist with technical troubleshooting

• Conduct basic troubleshooting and queries using Microsoft SQL Server (MS-SQL)

• Examine incidents, determine root causes, and record troubleshooting procedures and solutions

• Forward bugs and intricate technical concerns to Development or Engineering teams

• Duplicate reported issues and supply developers with comprehensive technical information

• Assist customers during onboarding, implementation, configuration, and platform adoption

• Maintain professional and clear communication with customers throughout the resolution process

• Recognize recurring customer issues and relay feedback to Engineering and Product teams

• Keep precise documentation of customer interactions, incidents, solutions, and repetitive problems

⛳️ Requirements

• Over 1 year of experience in Help Desk, Technical Support, Application Support, Customer Support Engineering, or a comparable technical support role

• Practical experience in managing and resolving support tickets

• Strong background in providing end-user support for Microsoft Outlook

• Required working knowledge or professional experience with C#

• Familiarity with Microsoft SQL Server (MS-SQL)

• Excellent troubleshooting and problem-solving abilities

• Capability to assess the urgency and business impact of technical incidents

• Experience with SLAs and ticket prioritization

• Strong technical acumen and the ability to quickly learn new software platforms

• Competence in conveying technical concepts clearly to non-technical customers

• Ability to juggle multiple requests simultaneously in a dynamic environment

• Full professional proficiency in English, both written and spoken

• Availability to work Monday through Friday, from 8:00 AM to 6:00 PM CST

🏝️ Benefits

• Remote position