Client Tech Support Engineer & SME

Infinite Computer Solutions; Berkeley Heights (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

Infinite Computer Solutions in Berkeley Heights, NJ is seeking a Client Tech Support Engineer to provide second-tier technical support, troubleshoot complex issues, and serve as a SME for designated product domains. You will mentor teammates and collaborate with Product Development during change initiatives.

The role requires a strong client focus, excellent communication, and the ability to handle multiple tasks in a fast-paced environment. You may need to work flexible hours including evenings.

Qualifications

• Client-focused, customer-oriented handling of calls/cases via phone, email or case.
• Excellent written and verbal communication with stakeholders across the organization.
• Ability to lead and coach others, mentor new associates and assist in change initiatives.

Responsibilities

• Provide 2nd tier support for clients and associates; escalate when needed.
• Troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
• Serve as SME for products within a designated domain; expand knowledge across interfaces with other products.
• Mentor and coach associates; train new hires.
• Communicate complex issues to Product Development and other SMEs.
• Represent Client Services in project meetings and provide consultative support to high-value clients.

Skills

Client focus

Communication skills

Leadership

Industry knowledge

Technical knowledge

Troubleshooting

Mentoring/Training

Education

Bachelor's degree preferred

Tools

CRM systems

Case management tools

Job description

Infinite Computer Solutions in Berkeley Heights, NJ is seeking a Client Tech Support Engineer to provide second-tier technical support, troubleshoot complex issues, and serve as a SME for designated product domains. You will mentor teammates and collaborate with Product Development during change initiatives.

The role requires a strong client focus, excellent communication, and the ability to handle multiple tasks in a fast-paced environment. You may need to work flexible hours including evenings.