We are seeking a junior technical support engineer who will be primarily responsible for providing end-user technical support through phone, email or social media for our suite of Network Monitoring products. You will play a key role by proactively and with enthusiasm taking ownership of customer support issues and with the help of the developers finding a solution in a timely manner. The ideal candidate, acting as an end-user, will also regularly conduct software testing, uncovering issues and areas for improvement.
Key Responsibilities
Responsible for providing exceptional customer service and technical support for company products
Provide first-line customer support through phone, email and social media
Diagnose, troubleshoot and resolve incoming technical support issues by phone/web/email
Further investigate and document unresolved technical issues and submit details in bug tracking system for follow up by product development team
Support new customers with product installation/deployment and upgrade processes
Track and follow up with customers to ensure problem closure
Assist with periodic software test and verification activities
Regularly craft technical articles , “how-to” guides and make contributions to blogs
Maintain comprehensive working knowledge of existing products and upcoming release features
Proactively seek, log and track feature requests from clients
Desired Skills & Experience
Recent graduate with a bachelor’s degree or diploma in Computer Science, Information Technology or equivalent
Must be fluent in English (verbal/written) with strong customer facing and communication skills
Superiour analytical and troubleshooting skills, takes responsibility and ensures issues are taken to completion
Some experience in technical support role would be desirable
Ability to develop new skills quickly and be comfortable with multi-tasking
Highly motivated with an entrepreneurial attitude and an out of the box problem solver
A keen interest in new web/ networking technologies, design and the latest internet trends is essential
Ability to work both in a team setting and independently, prioritizing tasks with minimum supervision
Previous experience in technical writing, blogging and social media would be an asset
