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.

• Respond quickly to customer inquiries via phone, email, and chat.
• Identify and troubleshoot software, hardware, or tool-related issues, providing step-by-step guidance.
• Log and track all interactions and support requests accurately using the ticketing system.

• Clearly explain technical concepts to customers, ensuring they fully understand the solutions provided.
• Maintain friendly, professional communication with clients and follow up to confirm issues are resolved.
• Collect feedback from customers to evaluate the quality of the support provided.

• Work with engineering, development, and product teams to share customer feedback and recommend improvements.
• Join team meetings to discuss common issues and brainstorm solutions.
• Help create FAQs, support guides, and training materials for customers.

• Stay updated on the companys products, services, and industry trends to provide accurate support.
• Participate in training sessions and self-study to enhance technical knowledge.

• Use critical thinking to analyze and solve complex technical issues.
• Reproduce reported issues to identify the root cause and find solutions.
• Escalate unresolved issues to higher-level technical teams when necessary.

• Ensure all support requests are handled within agreed service level agreements (SLAs).
• Participate in quality assessments, offering suggestions for process improvements.

• Host virtual training sessions and webinars to help customers understand product features and troubleshooting tips.
• Develop and update training materials and user guides to improve customer efficiency.

• Bachelors degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience).

• At least 2 years of technical support or customer service experience, preferably in engineering or technology fields.

• Expertise in troubleshooting software, hardware, operating systems, applications, and networking issues.
• Familiarity with engineering tools and software.
• Experience using ticketing systems and remote support tools (e.g. Zoom).

• Strong communication skills (both written and verbal) with the ability to explain technical concepts to non-technical users.
• Excellent analytical and problem-solving abilities with a proactive approach to resolving issues.
• Effective time management and multitasking skills to handle multiple priorities in a remote setting.

• This is a fully remote position with flexible working hours, though overtime or on-call availability may occasionally be required.
• The role requires the ability to work independently while staying in close contact with team members and supervisors.