Support Engineer

Online River; Los Angeles (CA); On-site; USD 35,817 - 44,083; Part time

Benefits offered by this job

Medical Insurance

Vision and Prescription

Dental Coverage

Job summary

Online River in Los Angeles is looking for a Support Engineer to deliver exceptional technical support, troubleshoot issues, and train customers on product features. You will collaborate with our engineering team to improve products and assist in monitoring system performance. Qualifications include a Bachelor's degree in Computer Science, technical support experience, and excellent communication skills. Full-time employees enjoy benefits like medical, vision, and dental coverage.

Qualifications

• Proven experience in a technical support role, preferably within a software or technology environment.
• Excellent problem-solving and troubleshooting skills with a keen attention to detail.
• Ability to work collaboratively in a team environment and manage multiple tasks effectively.

Responsibilities

• Respond to customer inquiries and technical issues via phone, email, and chat.
• Diagnose and resolve hardware and software problems.
• Create and maintain documentation of support cases.
• Work closely with engineering and product teams.
• Provide training to customers on product features.
• Monitor system performance and customer environments.
• Assist customers in implementing software updates.
• Conduct quality assurance checks on support tickets.
• Gather customer feedback to identify trends.
• Participate in on-call rotation for after-hours support.

Skills

Technical support experience

Strong problem-solving skills

Communication skills

Knowledge of operating systems

Ticketing systems experience

Education

Bachelor's degree in Computer Science or related field

Tools

Support tools

Job description

Support Engineer

Department: Technical

Employment Type: Part Time

Location: Online River LLC

Compensation: $26.00 - $32.00 / hour

Description

As a Support Engineer, you will be responsible for providing exceptional technical support and assistance to our customers, ensuring their satisfaction with our products and services. You will act as a bridge between the customer and our engineering team, resolving technical issues and contributing to the overall improvement of our products.

Key Responsibilities

• Customer Support: Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions.
• Troubleshooting: Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures.
• Documentation: Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.
• Collaboration: Work closely with engineering and product teams to elevate complex technical issues and provide feedback on product performance and user experience.
• Training and Guidance: Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products.
• System Monitoring: Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures.
• Software Updates: Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products.
• Quality Assurance: Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards.
• Feedback Collection: Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams.
• On-call Support: Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers.

Skills, Knowledge and Expertise

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a technical support role, preferably within a software or technology environment.
• Strong understanding of operating systems, networking, and software applications.
• Excellent problem-solving and troubleshooting skills with a keen attention to detail.
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Experience with ticketing systems and support tools.
• Ability to work collaboratively in a team environment and manage multiple tasks effectively.

Benefits

Medical Insurance

The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement. The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided. Under this arrangement, the employee is provided with an annual opt out payment.

Vision and Prescription

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.

Dental Coverage

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.