Technical Support Engineer Job Description
As a Technical Support Engineer, you will provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems.
Summary about this job
Help Desk & IT Support
Company: Shuttlerock Limited
Location: Tasman
Work type: Full Time
Salary: n\a
Phone: +64-7-267-8384
Fax: +64-7-644-6440
E-mail: n\a
Site: n\a
Detail information about job Technical Support Engineer Job Description. Terms and conditions vacancy
About the role:
As a Technical Support Engineer, you will provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers resolve issues with the Shuttlerock platform.
Your responsibilities as a Technical Support Engineer include identifying and diagnosing platform issues, configuring customer integrations, and using our helpdesk system to provide immediate support. You will use email and chat applications to give clients quick answers to platform issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions.
To be qualified for this role, you should be technically savvy, enjoy assisting people with computer issues, and be able to explain complex technical problems in simple terms. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities:
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Research and identify solutions to platform issues.
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Diagnose and troubleshoot technical issues, including account setup and platform configuration.
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Ask customers targeted questions to quickly understand the root of the problem.
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Track platform issues through to resolution, within agreed time limits
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Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
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Properly escalate unresolved issues to appropriate internal teams.
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Provide prompt and accurate feedback to customers.
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Refer to internal database or external resources to provide accurate tech solutions.
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Ensure all issues are properly logged.
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Prioritize and manage multiple open issues at one time.
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Prepare accurate and timely reports.
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Document technical knowledge in the form of notes and manuals.
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Maintain good relationships with clients
*Experience with HTML / CSS / JavaScript it would be a plus.
Shuttlerock:
Shuttlerock is a world-leading visual marketing platform that allows companies to collect, curate and re-purpose content from a variety of sources. We have a global team, with offices in Los Angeles, Tokyo, Christchurch, Auckland and Sydney. We are an official Facebook Marketing Partner, and a 2016 Facebook Innovation Award winner.
Location: Richmond, Nelson.