STEP ONE CONSULTING CAREER jobs - Technical Support Engineer

HERE'S WHAT YOU'LL DO:

As a Technical Support Engineer, you will be providing support to customers, using client's products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

Skills Required

Essential Functions:

• Resolve customer's issues via the telephone, email or zoom session
• Reproducing issues in-house and responding back in a timely manner
• Regular follow ups with customers with recommendations, updates and action plans.
• Escalate issues in a timely manner according to Standard Operating Procedures
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledge base articles to capture new learning's for reuse throughout the organization.
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies
• Focus on an area of technical specialization and attend technical trainings,
• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Required Candidate profile

• Fluent written and verbal communication skills in English
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
• Work experience in a Technical domain
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Logical approach to problem solving & Strong Troubleshooting experience
• Willingness to work in a 24x7 environment. Flexible to work evening/night hours as per business needs.