Technical Support Engineer

Increez

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.

You will diagnose and troubleshoot software and hardware problems and help our customers fix technical issues.

Ultimately, you will be a person our customer s trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Duties and responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including electro-mechanical control equipment problems on Elevator Systems.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue.
• Provide prompt and accurate feedback to customers.
• Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering or R&D)
• Refer to internal database or external resources to provide accurate solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.