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Technical Support Engineer (US Shift)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
India, United States

Offer summary

Qualifications:

3-5 years support experience, Bachelor's in Engineering or Computer Science, Hands-on experience with OS environments, Working knowledge of ticketing systems, Understanding of RESTful APIs.

Key responsabilities:

  • Provide customer support via phone and email
  • Triage and troubleshoot customer cases
  • Document requests and manage open issues
  • Follow up to ensure functional IT systems
  • Escalate unresolved issues to internal teams
Sourcing X-Press logo
Sourcing X-Press
11 - 50 Employees
About Sourcing X-Press
Sourcing X-Press is now affiliated with Microsoft for Startup Founders Hub and on a mission to help individuals upskill and explore sourcing and recruitment as a career path. Our platform is focused on empowering everyone, regardless of their background, to earn a living and achieve their full potential. Don't just take our word for it - check out our LinkedIn service page to see what our satisfied customers have to say about their experiences with us. As a result, corporations are turning to us for their sourcing and recruitment training needs, knowing they can trust us to deliver results.But that's not all we do. We know that every company has its unique hiring challenges, especially start-ups, which is why we offer personalized hiring solutions. We don't believe in one-size-fits-all solutions – instead, we work closely with our clients to understand their specific needs and deliver custom solutions that meet those needs. We take full ownership of our work and deliver on time, which has earned us the trust of our clients. Our distinctive approach to sourcing candidates and handling the recruitment process has made us stand out from our competitors.AGAIN, we're not just a recruitment company – we're an open-source community of sourcers and recruiters who share knowledge and support each other. We're passionate about start-up hiring and helping build strong and competent teams from the ground up.So come join us at Sourcing X-Press if you're seeking to upskill, explore sourcing and recruitment as a career, or need customized hiring solutions for your start-up. We'll support you in realizing your potential and achieving your objectives.If you are an individual and looking to upskill your sourcing skills then please join the team of like minded sourcers who are always up and will to go beyond help each other here on WhatsApp Group : https://chat.whatsapp.com/GIhwGr8LruFJptYXjwblwpYou can write us at gs@sourcingxpress.com and we will respond within 24 Hours
See more Sourcing X-Press offers

Job description

Roles and Responsibilities :

  •  Provide support to customers via phone and email leveraging internal resources.
  • Triage and troubleshoot cases coming in from customers.
  • Document all customer customer requests, contact information, and support issues in the ticketing system.
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Maintain a high level of Customer Satisfaction.
  • Demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation.
  • Track system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  •  Work as a team to deliver exceptional Customer Experiences in each support interaction

Job requirements:

  • 3- 5 yrs of hands-on support experience with global customers in the Product Support space.
  • Bachelor's Degree in Engineering, Computer Science, or related technical field.
  • Working knowledge of Hubspot or other ticketing systems is preferred.
  • Clear, concise, and effective written and oral communication skills.
  • Ability to provide step-by-step technical help, both written and verbal
  • Ability to diagnose and troubleshoot basic technical issues
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Deep understanding of RESTful APIs and service endpoints.
  • Empathy towards customers and understanding their needs.
  • Experience in SaaS or other tech startups is a plus
  • Experience in native mobile development on either Android or iOS platforms
  • Knowledge and experience with geospatial tools is a plus
  • Customer-first attitude with a strong sense of empathy and excellent follow-up skills
  • Team player--supportive to product support lead, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed
  • Flexibility in working in US shift and weekends.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

HubSpot CRMMac OSInternal DocumentationRESTful APILinuxMobile Application DevelopmentGeomaticsTechnical Support

Other Skills

  • Customer Service
  • Troubleshooting (Problem Solving)
  • Time Management
  • Teamwork
  • Empathy
  • Microsoft Windows
  • Verbal Communication Skills
Are you interested?

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