Technical Support Engineer
P
PreVeilCybersecurity
United States, 9:00 AM - 5:00 PM Eastern TimeFull-TimeEntry
Salary75,000 - 85,000 USD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- JiraZendeskTechnical supportCustomer support
Requirements
- 2–4 years of experience in customer support, help desk, or a customer service role
- Outstanding customer service skills
- Excellent written and verbal communication skills
- Comfortable presenting and leading training sessions over Zoom
- Ability to stay organized and prioritize while managing multiple tickets at once
- Familiarity with Windows and Mac operating systems
- Familiarity with Microsoft Outlook and Gmail
- Strong attention to detail when documenting issues and resolutions
- Associate's or Bachelor's degree in IT or a related field, or equivalent practical experience
Responsibilities
- Serve as the first responder for incoming customer questions and issues via service tickets and email
- Manage a high volume of tickets efficiently while maintaining excellent quality and customer satisfaction
- Resolve common issues such as account setup, installation, and basic configuration questions
- Conduct one-on-one and group onboarding sessions for new customers via Zoom
- Coordinate and deliver follow-up group training sessions
- Triage and escalate complex technical issues to Tier 2/senior support engineers
- Follow documented troubleshooting procedures and contribute updates to internal knowledge base articles
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