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Technical Support Engineer

Location : Monroe Township NJ US 08831
Job Type : Direct
Reference Code : 21079-JF-JT1
Compensation : 60000.00 - 80000.00 USD/YEAR
Start Date : 06/16/2022
Hours : Full Time
Required Years of Experience : 5
Required Education : AAS Engineering or Technical Degree
Travel : No
Relocation : No
Job Industry : Engineering

Job Description :

  • Permanent position for a Technical Support Engineer to communicate directly with external customers via phone, email or chat to better understand customer reported issues.

  • Provide exceptional customer service.

  • Manage the opening, status update and closing of support tickets.

  • Triage all reported customer support issues.

  • Resolve Tier 1 support tickets that may require technical acumen and appropriately escalate to Tier 2 and 3 tickets as required.

  • Collaborate with cross functional internal teams to ensure that issues are resolved effectively and efficiently.

  • Collaborate with the product team to identify and communicate service trends.

  • Assist customers in understanding how to appropriately use and configure supported application features and functionality.

  • Assist with application testing activities and internal projects as needed.

  • Assist with support documentation as needed.

  • Develop new and maintain existing knowledge-base articles.

Required Qualifications :

  • AAS Engineering or Technical Degree

  • Minimum 5 years experience working in Technical Support or Service Helpdesk role.

  • Ability to identify, triage, and troubleshoot customer software applications.

  • Ability to proficiently read and have a working understanding from one of the following software languages: C#, JavaScript, Python.

  • Willingness to learn and expand on technical skills to better troubleshoot problems.

  • Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

  • Ability to obtain an in-depth understanding of application functionality and the business processes supported by these applications.

Contact: John Terkovich

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