Technical Support Engineer at Turbham Limited

JOB DESCRIPTION

We are looking to hire a skilled technical support engineer to assist our clients with all IT and technical-related issues. You will be required to respond to report tickets and assist clients via remote access or on-site. This may include installing hardware and software systems, diagnosing networking issues, installing upgrades, and resolving IT issues.

To ensure success as a technical support engineer, you should have in-depth knowledge of IT systems, high-level communication skills, and the ability to work independently. Ultimately, a top-class technical support engineer provides valuable IT assistance and support while maintaining strong customer relations.

RESPONSIBILITIES

• Reproduce customer environment and run tests
• Manage and address electronic tickets efficiently
• Liaise between sales team, customer success team, and customers to properly address customer problems
• Troubleshoot and configure software and hardware
• Work with other engineers to resolve platform and provider related issues that may affect the experience of users.
• Proactively diagnose and troubleshoot technical issues escalated by the support team.
• Properly escalate unresolved issues to the appropriate internal/external teams (e.g. providers, partners, other software engineers and so on).
• Provide prompt and accurate feedback to the support team and to customers.
• Ensure all issues are properly logged and resolved promptly.
• Prioritize and manage several open issues.

QUALIFICATIONS

• 2+ years' of technical support experience
• Customer service oriented
• Strong written and verbal and troubleshooting skills