Client Technical Support Engineer (Remote)

Responsibilities

• Troubleshoot system
• Diagnose and solve software faults
• Monitor and respond to requests, escalating as necessary, and informing customers of the progress
• Implement updates, upgrades, and patches in a timely manner to limit downtime
• Provide procedural documentation and relevant reports
• Communicate with clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Respond to service issues and requests in a timely manner, in adherence to service level agreements with customers
• Establish a good working relationship with customers and other professionals
• Work closely with customers to ensure satisfaction and improve areas of dissatisfaction
• Create procedures that optimize the customer experience
• Provide technical support to offshore customers/clients

Requirements

• Candidate must possess at least Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent
• Experience in analyzing data to draw business-relevant conclusions and in data visualization techniques and tools
• Experience as a Business Analyst is preferred
• Working knowledge and understanding of databases and web services
• Knowledge of CRM system, JIRA, and Salesforce is an advantage
• Exceptional problem solving and troubleshooting skills
• Strong focus on procedures and documentation
• Proficiency in SQL is a must - can read and write
• Excellent Oral and Written Communication skills