Senior Technical Support

Dsquares

As a Technical Support Engineer, you will play a key role in troubleshooting technical problems, delivering timely customer feedback, and supporting the implementation of new applications. You will be expected to provide excellent customer support, effectively diagnose and resolve technical issues, and assist in deploying new features and systems.

Duties & Responsibilities:

• Respond promptly to inbound technical support requests through designated communication channels, meeting prescribed service levels.
• Assess the criticality of issues, prioritize, and resolve cases promptly.
• Provide guidance and assistance to clients, helping them utilize self-help resources.
• Address customer queries, assist in locating information, and ensure clarity on technical requirements.
• Record and document customer change requests and technical specifications.
• Maintain logs of issues and resolutions to improve troubleshooting guides.
• Follow detailed diagrams and written instructions to repair faults or set up systems.
• Assist in the roll-out and implementation of new features or updates.
• Troubleshoot a wide range of technical issues, including system failures and application errors.
• Accurately diagnose faults and repair system malfunctions.
• Review submitted customer tickets, ensuring descriptions, urgency, and issue types are correct.
• Route tickets to the appropriate support group for further prioritization and resolution.
• Act as a business advocate, ensuring tickets in need of prioritization or additional resources are handled swiftly.