The Technical Support Engineer is essential in providing high-quality technical assistance to customers, ensuring the smooth operation of products and services. This role contributes to customer satisfaction and retention by resolving technical issues efficiently and effectively.
- Provide technical support via phone, email, or chat.
- Diagnose and troubleshoot software and hardware issues.
- Document customer interactions in the support database.
- Collaborate with engineering teams to resolve complex problems.
- Assist in product testing and quality assurance processes.
- Develop user guides and documentation for common issues.
- Strong problem-solving skills with a focus on customer service.
- Proficiency in troubleshooting software/hardware issues.
- Excellent communication skills, both verbal and written.
- Ability to work independently as well as part of a team.
The performance of the Technical Support Engineer is evaluated based on response time to inquiries, resolution rate of technical issues, customer satisfaction scores, and contribution to knowledge base improvements through documentation efforts.
Response Time
Maintain quick response times for incoming support requests.
Resolution Rate
Achieve high first-contact resolution rates for reported issues.
Customer Satisfaction
Improve or maintain high customer satisfaction ratings
Reports to
Technical Support Manager
Collaborates with
Engineering Teams, Product Development Teams
Leads
- Zendesk
- JIRA
- Confluence
Bachelor's degree in Computer Science or related field; 2-4 years experience in a technical support role preferred.
