Technical Support Engineer, Night Shift

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Requirements:

• 3-5 years of proven experience in a heavy customer focus position involving technical knowledge of a company's products and services.
• Bachelor’s Degree in Technology, Computer Science, or a related field.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Excellent written and verbal communication skills.
• Ability to work well with a small, agile, highly competent team.
• Passion for working with technology and excitement for creating high-quality technology products.
• Ability to troubleshoot complex software and hardware issues.
• Comfortable working in and assisting others through help desk software.

Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• Follow SLAs for issues with respect to the severity.
• Provide support to clients outside standard business hours.