Tech Services Engineer

Description

• Provide technical support to clients by diagnosing problems and identifying resolutions while delivering the highest level of customer satisfaction.
• Perform server migrations, new sever installations and assist with code updates as needed.
• Diagnose connection problems and performance issues.
• Collaborate with team members and other subject matter experts to develop knowledge and industry best practices.
• Support Customer Services Specialists when information is needed from AWS hosted servers.
• Identify processes improvements that improve efficiency and customer satisfaction.
• Work with client/in-house IT to identify complex network issues and recommend potential solutions.
• Maintain detailed records of all client interactions, manage client expectations, and follow-up with clients in a timely manner.
• Create and produce support content such as knowledge base articles and FAQ’s to help both support personnel and end users interact properly with hardware and software.

• A Bachelor’s Degree in Computer Science or related field preferred (or relevant experience)
• Ability to think logically with strong problem-solving skills
• Strong customer service focus & superior phone etiquette
• Excellent communication skills to explain complex concepts to customers
• Ability to manage several competing priorities
• Quality focused
• Database experience (mySql, MS SQL Server) a plus