Technical Support Representative

Axionova Engineering Limited; Houston (TX); Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Technical Support Representative to be the frontline for client inquiries. In this fully remote role, you'll diagnose and resolve technical issues while ensuring exceptional customer satisfaction. Collaborate with internal teams to enhance product performance and user experience. With a focus on effective communication and problem-solving, you will play a crucial role in maintaining product quality and customer trust. If you have a background in engineering or IT and are passionate about helping others, this opportunity is perfect for you.

Qualifications

• Bachelor's degree or equivalent experience in a technical field.
• Minimum 2 years in technical support or customer service.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Identify and troubleshoot software, hardware, or tool-related issues.
• Host virtual training sessions to educate customers on products.

Skills

Troubleshooting software

Customer communication

Problem-solving

Technical support

Time management

Education

Bachelor's degree in Engineering

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Ticketing systems

Zoom

Job description

About the job: Technical Support Representative

Job Description

At Axionova Engineering Ltd., the Technical Support Representative is the primary contact for clients seeking technical help with our products and services. This role focuses on diagnosing issues, providing effective solutions, and ensuring excellent customer satisfaction. You will work closely with other teams to improve product performance and the overall user experience.

This is a remote position available only to candidates based in the United States.

Key Responsibilities

1. Technical Support:

• Respond promptly to customer inquiries via phone, email, and chat.
• Identify and troubleshoot software, hardware, or tool-related issues, providing step-by-step guidance.
• Log and track all interactions and support requests accurately using the ticketing system.

Customer Communication:

• Explain technical concepts clearly to customers, ensuring they understand the solutions.
• Maintain professional communication and follow up to confirm resolution.
• Collect customer feedback to assess support quality.

Collaboration with Internal Teams:

• Share customer feedback with engineering, development, and product teams; suggest improvements.
• Participate in team meetings to discuss issues and solutions.
• Assist in creating FAQs, support guides, and training materials.

Product Knowledge and Learning:

• Stay informed about the company's products, services, and industry trends.
• Engage in training sessions and self-study to enhance technical skills.

Problem-Solving and Troubleshooting:

• Analyze and resolve complex technical issues using critical thinking.
• Reproduce reported issues to identify root causes and solutions.
• Escalate unresolved issues to higher-level technical teams when necessary.

Quality Assurance and Performance:

• Ensure support requests are handled within SLAs.
• Participate in quality assessments and suggest process improvements.

User Training:

• Host virtual training sessions and webinars to educate customers on product features and troubleshooting.
• Develop and update training materials and user guides.

Qualifications

Education: Bachelor's degree in Engineering, Computer Science, Information Technology, or related field (or equivalent experience).

Experience: Minimum of 2 years in technical support or customer service, preferably in engineering or tech sectors.

Technical Skills:

• Proficiency in troubleshooting software, hardware, operating systems, applications, and networking issues.
• Knowledge of engineering tools and software.
• Experience with ticketing systems and remote support tools (e.g., Zoom).

Interpersonal and Problem-Solving Skills:

• Strong communication skills (written and verbal) to explain technical concepts to non-technical users.
• Excellent analytical and problem-solving abilities with a proactive approach.
• Effective time management and multitasking skills in a remote environment.

Working Conditions

- Fully remote position with flexible hours; occasional overtime or on-call work may be required.

- Ability to work independently while maintaining close contact with team members and supervisors.