Technical Support Engineer
hace 6 meses
As a Technical Support Engineer, you will play a crucial role in providing technical assistance and support to customers, ensuring the smooth operation and troubleshooting of hardware and software products. Your primary responsibility is to address customer queries, resolve technical issues, and deliver excellent customer service.
**Responsibilities**:
- ** Customer Support**:
- Provide technical assistance to customers by diagnosing and resolving software and hardware issues.
- ** Problem Resolution**:
- Troubleshoot and resolve technical problems reported by customers, ensuring effective and timely solutions.
- Collaborate with other internal teams to escalate and address complex technical issues.
- ** Documentation**:
- Create and maintain comprehensive documentation related to technical issues, solutions, and customer interactions.
- Develop and update knowledge base articles for both customers and internal use.
- ** Product Knowledge**:
- Stay informed about the latest product features, updates, and industry trends.
- Provide product training to customers and internal teams as needed.
- ** Quality Assurance**:
- Conduct quality checks on customer interactions to ensure accuracy and effectiveness in problem resolution.
- Identify recurring issues and work with the product development team to implement long-term solutions.
- ** Customer Feedback**:
- Gather and analyze customer feedback to identify areas for improvement in products and support processes.
- Collaborate with the product development team to relay customer feedback for future product enhancements.
- ** Remote Assistance**:
- Utilize remote desktop tools to assist customers in real-time troubleshooting and issue resolution.
**Qualifications**:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience as a Technical Support Engineer or in a similar role.
- Strong problem-solving skills and the ability to think critically in a fast-paced environment.
- Excellent communication and customer service skills.
- Proficient in using remote support tools.
- Basic understanding of networking concepts.
- Ability to work independently and collaboratively in a team.
**Preferred Qualifications**:
- Industry certifications related to technical support (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
- Experience with ticketing systems and customer relationship management (CRM) tools.
- Knowledge of scripting languages for automation (e.g., PowerShell, Python).
- Stress resistant and structured personality.
**Other information**:
Valid EU work permit required
**About us**:
RAW is a new studio with a conviction to create something that stands out in the sea of sameness. We develop innovative, easy-to-understand and highly entertaining slot games for the gaming industry. We were founded in March 2021, by well-known industry experts with strong investment backing. If you want to pop over for a visit, you’ll find our offices in sunny Malaga in Spain, UK, Buenos Aires and Malta. Our first games, as well as the patent-pending SuperSlice®, was launched at the beginning of 2022 on leading gaming sites and apps across the globe.
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