The Support Engineer (ADHOC) plays a crucial role in providing technical assistance to customers, resolving technical issues, and ensuring the smooth operation of our products and services on an as-needed basis. This position is perfect for individuals who prefer flexible working hours and are capable of responding to urgent technical matters as they arise.
Key Responsibilities:
* Technical Support: Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing their queries, troubleshooting issues, and resolving technical problems to their satisfaction.
* Issue Resolution: Diagnose and resolve technical issues through phone, email, chat, or remote assistance. Document each interaction accurately and thoroughly in the support ticketing system.
* Escalation: Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.
* Customer Communication: Maintain clear and professional communication with customers, keeping them informed about the status of their support requests and providing updates as necessary.
* Product Knowledge: Stay up-to-date with the company's products and services, continuously expanding technical knowledge to better assist customers and resolve issues efficiently.
* Documentation: Contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
* Quality Assurance: Participate in quality assurance processes to identify recurring issues and provide feedback to improve product reliability and usability.
* Ad-Hoc Support: Be available for ad-hoc or on-call support during non-standard business hours, including weekends and holidays, as needed to address critical issues or emergencies.
* Customer Education: Assist in educating customers about product features, best practices, and self-help resources to reduce the frequency of support inquiries.
* Feedback and Improvement: Collect customer feedback and communicate recurring issues to the development and product teams for continuous improvement.
Qualifications:
* Bachelor's degree in a relevant field or equivalent work experience.
* Proven experience in technical support, customer service, or a related field.
* Strong problem-solving skills and the ability to think analytically.
* Excellent communication and interpersonal skills.
* Proficiency in using support ticketing systems and remote support tools.
* Familiarity with relevant software, hardware, and operating systems.
* Ability to work independently and adapt to a flexible schedule.
* Willingness to learn and stay updated on emerging technologies.
Preferred Qualifications:
* Industry certifications such as CompTIA A+, Network+, or similar.
* Previous experience in a similar ad-hoc support role.
* Familiarity with the company's products or services.
Please understand, this is Adhoc work, on call Engineers/ Technicians are encouraged to apply!
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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