Tech Services Engineer
About The Position
Provide technical support to clients by diagnosing problems and identifying resolutions while delivering the highest level of customer satisfaction. Perform server migrations, new sever installations and assist with code updates as needed. Diagnose connection problems and performance issues. Collaborate with team members and other subject matter experts to develop knowledge and industry best practices. Support Customer Services Specialists when information is needed from AWS hosted servers. Identify processes improvements that improve efficiency and customer satisfaction. Work with client/in-house IT to identify complex network issues and recommend potential solutions. Maintain detailed records of all client interactions, manage client expectations, and follow-up with clients in a timely manner. Create and produce support content such as knowledge base articles and FAQ’s to help both support personnel and end users interact properly with hardware and software.
Requirements
- A Bachelor’s Degree in Computer Science or related field preferred (or relevant experience)
- Ability to think logically with strong problem-solving skills
- Strong customer service focus & superior phone etiquette
- Excellent communication skills to explain complex concepts to customers
- Ability to manage several competing priorities
- Quality focused
Nice To Haves
- Database experience (mySql, MS SQL Server) a plus
Responsibilities
- Provide technical support to clients by diagnosing problems and identifying resolutions
- Perform server migrations, new sever installations and assist with code updates as needed
- Diagnose connection problems and performance issues
- Collaborate with team members and other subject matter experts to develop knowledge and industry best practices
- Support Customer Services Specialists when information is needed from AWS hosted servers
- Identify processes improvements that improve efficiency and customer satisfaction
- Work with client/in-house IT to identify complex network issues and recommend potential solutions
- Maintain detailed records of all client interactions, manage client expectations, and follow-up with clients in a timely manner
- Create and produce support content such as knowledge base articles and FAQ’s to help both support personnel and end users interact properly with hardware and software
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
