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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