Technical Support Expert

hace 2 días


Madrid, Madrid, España Axionova Engineering Limited A tiempo completo
Job Description

Axionova Engineering Limited is seeking a highly skilled Technical Support Expert to join our team. This role involves providing exceptional technical assistance to clients, resolving complex issues, and ensuring outstanding customer satisfaction.

About the Role

This remote position requires strong problem-solving skills, attention to detail, and effective communication abilities. You will work closely with internal teams to identify and implement solutions, improve product performance, and enhance the overall user experience.

Key Responsibilities
  • Technical Support: Respond quickly to customer inquiries via phone, email, and chat; diagnose and troubleshoot software, hardware, or tool-related issues; provide step-by-step guidance; and log and track all interactions using the ticketing system.
  • Customer Communication: Clearly explain technical concepts to customers, ensure they fully understand the solutions provided, maintain friendly and professional communication, and follow up to confirm issues are resolved.
  • Collaboration with Internal Teams: Work with engineering, development, and product teams to share customer feedback, recommend improvements, and participate in team meetings to discuss common issues and brainstorm solutions.
Product Knowledge and Learning:

Stay updated on Axionova's 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:

Evaluate all support requests against 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.

Requirements
  • Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience).
  • At least 2 years of technical support or customer service experience, preferably in engineering or technology fields.
  • 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.
Benefits

Axionova offers a competitive salary of $65,000 - $85,000 per year, depending on experience, as well as opportunities for career growth and professional development.


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