Support Engineer

Responsibilities

• Customer Support: Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions.
• Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
• Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.
• : Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience.
• Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
• System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
• Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
• Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
• Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
• On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.

Collaboration

Skills, Knowledge and Expertise

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a technical support role, preferably within a software or technology environment.
• Strong understanding of operating systems, networking, and software applications.
• Excellent problem-solving and troubleshooting skills with a keen attention to detail.
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Experience with ticketing systems and support tools.
• Ability to work collaboratively in a team environment and manage multiple tasks effectively.

Benefits

Medical Insurance

• The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
• Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement
• The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided
• Under this arrangement, the employee is provided with an annual opt out payment.

Vision and Prescription

• The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
• Contributions may vary, subject to collective bargaining agreement.

Dental Coverage

• The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
• Contributions may vary, subject to collective bargaining agreement.

Compensation

$26.00 - $32.00 / hour