Remote Support Engineer - Tech Troubleshooter

LiveU; San Juan (PR); À distance; USD 40 000 - 60 000; Plein temps

Résumé du poste

LiveU, the global leader in live IP-video solutions, seeks a customer-focused support specialist to handle incoming requests via phone, email, and chat. You will own requests, resolve or escalate, and document activities.

You will collaborate across teams to resolve issues and look for self-service or automation opportunities; weekend/holiday flexibility and strong customer service are essential.

Qualifications

• Outstanding customer service skills.
• Technologically proficient with software and hardware.
• Technical support experience desired but not mandatory.

Responsabilités

• Field incoming requests/issues via omni-channel platform (phone, email, and chat).
• Take ownership of requests and support through resolution or escalation.
• Document requests/issues and related support activity.
• Identify priority escalation situations and manage them according to procedures.
• Raise awareness of procedures that require modification and/or are missing.
• Collaborate across the company as needed to resolve requests/issues.
• Identify and report cases that could be addressed with self-service and/or automation.

Connaissances

Customer service

Communication

Technical aptitude

Description du poste

LiveU, the global leader in live IP-video solutions, seeks a customer-focused support specialist to handle incoming requests via phone, email, and chat. You will own requests, resolve or escalate, and document activities.

You will collaborate across teams to resolve issues and look for self-service or automation opportunities; weekend/holiday flexibility and strong customer service are essential.