Support Engineer
Remote Los Angeles Part-time Mid-level IT Support & Helpdesk
At a glance
Mid-level IT Support & Helpdesk role at Online River. Remote, United States · part-time.
Pay not stated Support Engineer salary
RoleIT Support & Helpdesk
SeniorityMid-level
LocationLos Angeles
WorkplaceRemote
EmploymentPart-time
PostedSep 28, 2024 · 2y ago
Role brief
remoteroles summary, based on the employer's posting.
What you'll do
- Answer customer questions and resolve technical problems through phone, email and chat
- Investigate hardware and software faults, find their causes and apply fixes
- Record case details, customer exchanges and resolutions so support knowledge can be shared
- Bring complex cases and product feedback to engineering and product teams
- Guide customers through product use and updates, while checking ticket outcomes and monitoring for issues
What you bring
- You have worked in technical support, ideally for a software or technology setting
- You understand operating systems, networking and software applications
- You can troubleshoot carefully and explain technical issues clearly to non-technical users
- You have used ticketing systems and support tools
Who this fits
This part-time remote role suits someone comfortable handling customer-facing technical support and coordinating with engineering and product teams. You’ll also take part in an on-call rotation for after-hours support.
From the employer
As a Support Engineer, you will be responsible for providing exceptional technical support and assistance to our customers, ensuring their satisfaction with our products and services. You will act as a bridge between the customer and our engineering team, resolving technical issues and contributing to the overall improvement of our products.
Customer Support: Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions.
Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.
Collaboration: Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience.
Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.
Customer Support: Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions.
Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.
Collaboration: Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience.
Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a technical support role, preferably within a software or technology environment.
- Strong understanding of operating systems, networking, and software applications.
- Excellent problem-solving and troubleshooting skills with a keen attention to detail.
- Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- Experience with ticketing systems and support tools.
- Ability to work collaboratively in a team environment and manage multiple tasks effectively.
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