Job Title: Technical Support Engineer
Location: Remote/Virtual
Reports To: Manager, Technical Operations
Your Role:
- Proactively communicate and document issue status to internal teams and customers.
- Track and manage issues using standard tools such as Salesforce and Jira.
- Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.
- Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems
- Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
- Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.
- Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.
- Conduct all business in accordance with Intradiem policies and procedures.
- Perform all other duties as assigned.
Your Background:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity.
- 3+ years of experience in the following areas
- SAAS support
- Microsoft SQL Server
- Creating SQL Queries
- Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.
- Experience with Call Center software or Workforce Management.
- Familiarity with software applications and troubleshooting tools.
- Knowledge of networking protocol
- Salesforce or other comparable CRM experience.
- Strong systems administration experience in Windows operating systems.
- Proven analytical and problem-solving skills within a technical environment.
- Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form.
- Must be customer-focused and service-oriented with the ability to thrive in a team environment.
- A sense of urgency to serve and contribute to customer success.
- Ability to collaborate with team members and others within Intradiem to resolve support issues.
- Capability to empathize and adapt to new and different situations by reading the behavior of customers.