Remote Support Engineer - Customer Advocate & Troubleshooter

Helpware; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Remote work

Education programs

Job summary

Helpware is seeking a Support Engineer to join a partner's team. You will be part of a cross-functional development group delivering tomorrow's experiences, handling first-level technical support for commercial services, and guiding customers through resolution and training.

The role emphasizes customer advocacy, adherence to SLAs, and collaborating with global teams to diagnose issues and provide effective solutions. Excellent communication and problem-solving are essential.

Qualifications

• Two-year degree in a technical field preferred.
• 1+ year of technical support experience.
• 1+ year in a call center environment.

Responsibilities

• Provide first-level technical support for customer-facing solutions.
• Respond to customer inquiries following standardized procedures.
• Identify root causes and guide customers to resolution or training.
• Escalate complex issues to higher levels when needed.
• Maintain awareness of service levels and support SLAs.
• Collaborate with global teams to resolve escalations.

Skills

Technical support

Call center

Customer service

Education

Two-year degree

Tools

XML

Web Services

SQL

JavaScript

HTML/CSS

AS2

Job description

Helpware is seeking a Support Engineer to join a partner's team. You will be part of a cross-functional development group delivering tomorrow's experiences, handling first-level technical support for commercial services, and guiding customers through resolution and training.

The role emphasizes customer advocacy, adherence to SLAs, and collaborating with global teams to diagnose issues and provide effective solutions. Excellent communication and problem-solving are essential.