Technical Support Representative

About the job Technical Support Representative

Job Description

At Axionova Engineering Ltd. the Technical Support Representative is the primary contact for clients seeking technical help with our products and services. This role focuses on diagnosing issues, providing effective solutions, and ensuring excellent customer satisfaction. You will work closely with other teams to improve product performance and the overall user experience.

This is a remote position available only to candidates based in the United States.

• Technical Support:
  Respond quickly to customer inquiries via phone, email, and chat.
• Technical Support:
  Identify and troubleshoot software, hardware, or tool-related issues, providing step-by-step guidance.
• Technical Support:
  Log and track all interactions and support requests accurately using the ticketing system
  .
• Customer Communication:
  Clearly explain technical concepts to customers, ensuring they fully understand the solutions provided.
• Customer Communication:
  Maintain friendly, professional communication with clients and follow up to confirm issues are resolved.
• Customer Communication:
  Collect feedback from customers to evaluate the quality of the support provided.
• Collaboration with Internal Teams:
  Work with engineering, development, and product teams to share customer feedback and recommend improvements.
• Collaboration with Internal Teams:
  Join team meetings to discuss common issues and brainstorm solutions.
• Collaboration with Internal Teams:
  Help create FAQs, support guides, and training materials for customers.
• Product Knowledge and Learning:
  Stay updated on the companys products, services, and industry trends to provide accurate support.
• Product Knowledge and Learning:
  Participate in training sessions and self-study to enhance technical knowledge.
• Problem-Solving and Troubleshooting:
  Use critical thinking to analyze and solve complex technical issues.
• Problem-Solving and Troubleshooting:
  Reproduce reported issues to identify the root cause and find solutions.
• Problem-Solving and Troubleshooting:
  Escalate unresolved issues to higher-level technical teams when necessary.
• Quality Assurance and Performance:
  Ensure all support requests are handled within agreed service level agreements (SLAs).
• Quality Assurance and Performance:
  Participate in quality assessments, offering suggestions for process improvements.
• User Training:
  Host virtual training sessions and webinars to help customers understand product features and troubleshooting tips.
• User Training:
  Develop and update training materials and user guides to improve customer efficiency.

• Education:
  
  Bachelors degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience:
  
  At least 2 years of technical support or customer service experience, preferably in engineering or technology fields.
• Technical
  
  Skills:
  
  Expertise in troubleshooting software, hardware, operating systems, applications, and networking issues
  .
• Technical
  
  Skills:
  
  Familiarity with engineering tools and software.
• Technical
  
  Skills:
  
  Experience using ticketing systems and remote support tools (e.g. Zoom).
• Interpersonal and Problem-Solving
  
  Skills:
  
  Strong communication skills (both written and verbal) with the ability to explain technical concepts to non-technical users.
• Interpersonal and Problem-Solving
  
  Skills:
  
  Excellent analytical and problem-solving abilities with a proactive approach to resolving issues.
• Interpersonal and Problem-Solving
  
  Skills:
  
  Effective time management and multitasking skills to handle multiple priorities in a remote setting.
• Working Conditions:
  
  This is a fully remote position with flexible working hours, though overtime or on-call availability may occasionally be required.
• Working Conditions:
  
  The role requires the ability to work independently while staying in close contact with team members and supervisors.