Technical Support Engineer - Temp Employment

Overview

Technical Support Engineer (Temp) providing phone, email, and chat support for assigned accounts, troubleshooting customer issues, and escalating/escalating items through the support and engineering workflow.

What you'll do

• Manage customer communication and expectations.
• Provide phone, email, and chat support to assigned accounts.
• Troubleshoot and debug customer problems.
• Act as a liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Tier 3 Support and Engineering, and track status with customers.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Participate in the on-call rotation for the assigned product team.

What you'll need

• 5 years of enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows desktop and server OS.
• Proficient knowledge of Mac OS (preferred).
• Dedication to customer care.
• Excellent verbal and written communication skills.
• Ability to understand and analyze customer technical needs.
• Knowledge of Active Directory group policy, networking layers, and Windows Server anti-virus/firewall rules/policy.