Job Description

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers. This technician will provide support via phone, web, email, chat and other channels as required. A background in engineering or IT support is required.

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Personality Requirements

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles

Skills

HTML, Bootstrap Conversion, Drupal, Hadoop