Technical Support Representative
Technical Support Representative
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Job Description
Job Description
At Axionova Engineering Ltd. the Technical Support Representative is the primary contact for clients seeking technical help with our products and services. This role focuses on diagnosing issues providing effective solutions and ensuring excellent customer satisfaction. You will work closely with other teams to improve product performance and the overall user experience.
This is a remote position available only to candidates based in the United States.
Key Responsibilities
Technical Support:
Respond quickly to customer inquiries via phone email and chat.
Identify and troubleshoot software hardware or toolrelated issues providing stepbystep guidance.
Log and track all interactions and support requests accurately using the **ticketing system.
Customer Communication:
Clearly explain technical concepts to customers ensuring they fully understand the solutions provided.
Maintain friendly professional communication with clients and follow up to confirm issues are resolved.
Collect feedback from customers to evaluate the quality of the support provided.
Collaboration with Internal Teams:
Work with engineering development and product teams to share customer feedback and recommend improvements.
Join team meetings to discuss common issues and brainstorm solutions.
Help create FAQs support guides and training materials for customers.
Product Knowledge and Learning:
Stay updated on the companys products services and industry trends to provide accurate support.
Participate in training sessions and selfstudy to enhance technical knowledge.
ProblemSolving and Troubleshooting:
Use critical thinking to analyze and solve complex technical issues.
Reproduce reported issues to identify the root cause and find solutions.
Escalate unresolved issues to higherlevel technical teams when necessary.
Quality Assurance and Performance:
Ensure all support requests are handled within agreed service level agreements (SLAs).
Participate in quality assessments offering suggestions for process improvements.
User Training:
Host virtual training sessions and webinars to help customers understand product features and troubleshooting tips.
Develop and update training materials and user guides to improve customer efficiency.
Qualifications
Education:
Bachelors degree in Engineering Computer Science Information Technology or a related field (or equivalent experience).
Experience:
At least 2 years of technical support or customer service experience preferably in engineering or technology fields.
Technical Skills:
Expertise in **troubleshooting software hardware operating systems applications and networking issues.
Familiarity with engineering tools and software.
Experience using ticketing systems and remote support tools (e.g. Zoom).
Interpersonal and ProblemSolving Skills:
Strong communication skills (both written and verbal) with the ability to explain technical concepts to nontechnical users.
Excellent analytical and problemsolving abilities with a proactive approach to resolving issues.
Effective time management and multitasking skills to handle multiple priorities in a remote setting.
Working Conditions
This is a fully remote position with flexible working hours though overtime or oncall availability may occasionally be required.
The role requires the ability to work independently while staying in close contact with team members and supervisors.
Job Details
Job Type: Fulltime
Pay: $24.00 $37.00 per hour
Schedule: Monday to Friday
Expected Hours: 40 hours per week
Benefits
401(k)
Dental Insurance
Vision Insurance
Health Insurance
Life Insurance
Paid Time Off
Work Location: Remote
Health Insurance
Remote Work :
No
Employment Type
Full Time
