Technical Support Representative

Axionova Engineering Limited; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Axionova Engineering Ltd. seeks a Technical Support Representative to serve as the primary contact for customers seeking help with our products and services. You will diagnose issues, provide effective solutions, and ensure client satisfaction while coordinating with engineering and product teams.

This fully remote role is available to United States-based candidates, with flexible hours and opportunities to host trainings and develop customer guides as you grow technical knowledge.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Minimum 2 years of technical support or customer service experience.
• Experience in engineering or technology environments preferred.

Responsibilities

• Respond quickly to customer inquiries via phone, email, and chat.
• Identify and troubleshoot software, hardware, or tool-related issues with step-by-step guidance.
• Log and track all interactions using a ticketing system.
• Explain technical concepts clearly to customers and follow up on resolutions.
• Collaborate with engineering, development, and product teams to address feedback.
• Create FAQs, support guides, and training materials.

Skills

Technical troubleshooting

Customer service

Remote support

Clear communication

Time management

Collaboration

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, or related field

Tools

Zoom

Ticketing system

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

Technical Support

• Respond quickly 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

• Clearly explain technical concepts to customers, ensuring they fully understand the solutions provided.
• Maintain friendly, professional communication with clients and follow up to confirm issues are resolved.
• Collect feedback from customers to evaluate the quality of the support provided.

Collaboration with Internal Teams

• Work with engineering, development, and product teams to share customer feedback and recommend improvements.
• Join team meetings to discuss common issues and brainstorm solutions.
• Help create FAQs, support guides, and training materials for customers.

Product Knowledge and Learning

• Stay updated on the companys products, services, and industry trends to provide accurate support.
• Participate in training sessions and self-study to enhance technical knowledge.

Problem-Solving and Troubleshooting

• Use critical thinking to analyze and solve complex technical issues.
• Reproduce reported issues to identify the root cause and find solutions.
• Escalate unresolved issues to higher-level technical teams when necessary.

Quality Assurance and Performance

• Ensure all support requests are handled within agreed service level agreements (SLAs).
• Participate in quality assessments, offering suggestions for process improvements.

User Training

• Host virtual training sessions and webinars to help customers understand product features and troubleshooting tips.
• Develop and update training materials and user guides to improve customer efficiency.

Qualifications

Education

• Bachelors degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience).

Experience

• At least 2 years of technical support or customer service experience, preferably in engineering or technology fields.

Technical Skills

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

Interpersonal and Problem-Solving Skills

• Strong communication skills (both written and verbal) with the ability to explain technical concepts to non-technical users.
• Excellent analytical and problem-solving abilities with a proactive approach to resolving issues.
• Effective time management and multitasking skills to handle multiple priorities in a remote setting.

Working Conditions

• This is a fully remote position with flexible working hours, though overtime or on-call availability may occasionally be required.
• The role requires the ability to work independently while staying in close contact with team members and supervisors.