Technical Support Engineer
Technical Support Engineer
ACS Consultancy Services, Inc
United States
See who ACS Consultancy Services, Inc has hired for this role
Job Title: Technical Support Engineer
Location: Remote
Description
We are currently seeking qualified candidates who meet the following requirements.
Responsibilities
Location: Remote
Description
We are currently seeking qualified candidates who meet the following requirements.
Responsibilities
- Offer technical support to customers via phone, email, or chat, addressing issues pertaining to software, hardware, and network connectivity.
- Diagnose and resolve technical problems while escalating intricate issues to appropriate teams or senior engineers.
- Document and track customer issues using our ticketing system, ensuring precise and timely resolution.
- Collaborate with internal teams, including development and quality assurance, to identify and resolve product-related issues.
- Communicate effectively with customers, providing updates on the status of their inquiries to ensure their satisfaction.
- Create and maintain knowledge base articles and documentation to aid customers in resolving common issues.
- Participate in training sessions to stay updated on product features, enhancements, and troubleshooting techniques.
- Provide feedback to product development teams based on customer-reported issues and suggest improvements to products and services.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Demonstrated experience in a technical support role, preferably in the software or technology industry.
- Profound knowledge of computer systems, networks, and troubleshooting methodologies.
- Familiarity with help desk ticketing systems and remote support tools.
- Exceptional communication and customer service skills, with the ability to explain technical concepts clearly and concisely.
- Capability to work independently and collaboratively in a fast-paced environment.
- Strong problem-solving skills with keen attention to detail.
- Availability to work flexible hours, including evenings and weekends, as needed.
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Seniority level
Mid-Senior level -
Employment type
Contract -
Job function
Information Technology -
Industries
IT Services and IT Consulting
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