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Technical Support Engineer

Closing: Jul 11, 2024

This position has expired

Published: Jul 5, 2024 (15 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

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Skills


The ideal candidate for this position should have the following:


  • Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.

  • Strong understanding of software systems, databases, and networking principles.

  • Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.

  • A customer-focused mindset with a commitment to delivering exceptional customer support.

  • Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.

  • Experience with ticketing systems like Jira, ServiceNow, or Zendesk for incident management and tracking.

  • Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.

  • Capacity to handle multiple incidents simultaneously based on urgency and impact

  • Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.

  • Thoroughness in documenting incidents and maintaining detailed records.

  • Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.

  • Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.

  • Flexibility and adaptability to navigate through evolving technical environments and changing priorities.


Responsibilities

Skills


The ideal candidate for this position should have the following:


  • Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.

  • Strong understanding of software systems, databases, and networking principles.

  • Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.

  • A customer-focused mindset with a commitment to delivering exceptional customer support.

  • Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.

  • Experience with ticketing systems like Jira, ServiceNow, or Zendesk for incident management and tracking.

  • Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.

  • Capacity to handle multiple incidents simultaneously based on urgency and impact

  • Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.

  • Thoroughness in documenting incidents and maintaining detailed records.

  • Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.

  • Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.

  • Flexibility and adaptability to navigate through evolving technical environments and changing priorities.


This individual will be responsible for:


  • Serve as the first point of contact for contact center users and customers reporting service requests or incidents.

  • Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.

  • Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.

  • Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed

  • Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.

  • Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers

  • Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.

  • Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.

  • Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.

  • Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies.



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