Tech Support Engineer - Customer-Focused Troubleshooter

SwiftCruit; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

TEL is seeking a technical support professional to provide client assistance under supervision, handling inquiries via phone, email, and chat with minimal complexity. You will diagnose simple hardware/software problems and document findings for engineering review.

Responsibilities include escalating complex issues, guiding customers and field engineers with step-by-step instructions, documenting interactions, and maintaining high customer satisfaction while staying current with product knowledge

Qualifications

• Bachelor's degree in Engineering or related field (or HS diploma with 8+ years experience).
• Minimum 6 months of professional engineering experience.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, and chat.
• Diagnose and troubleshoot simple hardware and software issues.
• Document, track, and report design, reliability, and maintenance issues to engineering
• Escalate complicated issues to higher-level support teams
• Provide step-by-step instructions and guidance to customers and field service engineers
• Document and track all client interactions and issue resolutions
• Collaborate with cross-functional teams to address recurring customer issues
• Stay up-to-date with product knowledge and industry trends
• Maintain a high level of customer satisfaction through effective communication and problem-solving skills

Skills

Troubleshooting basics

Electronic systems

Analytical skills

Attention to detail

Safety & quality

Regulatory compliance

CSR awareness

Communication skills

Education

Bachelor's degree in Engineering

HS Diploma with 8+ years experience

Job description

TEL is seeking a technical support professional to provide client assistance under supervision, handling inquiries via phone, email, and chat with minimal complexity. You will diagnose simple hardware/software problems and document findings for engineering review.

Responsibilities include escalating complex issues, guiding customers and field engineers with step-by-step instructions, documenting interactions, and maintaining high customer satisfaction while staying current with product knowledge