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hace 2 meses
**Technical Support Engineer Role Summary**
Tillster is seeking a talented Technical Support Engineer to join our Madrid-based team. As a key member of our customer support team, you will play a vital role in resolving technical issues and ensuring exceptional customer experiences.
**Responsibilities**
- Provide technical support for Tillster's self-service kiosk, mobile application, and online products for US and international customers.
- Experience troubleshooting for internal and external customers, diagnosing root causes to problems, and expeditiously identifying and providing resolution.
- Appropriately research, package, and escalate issues to the Tier III team if necessary.
- Document all product-related incidents accurately and completely using Salesforce CRM.
- Review escalated incident reports, identifying recurring problems and proactively keeping customers updated on issue status, including resolution.
- Communicate and collaborate cross-functionally with Tillster's Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issues.
- Participate in product training and knowledge sharing among technical support team members and others.
- Contribute to building and updating a comprehensive Knowledge Base.
**Requirements**
- Demonstrated, fluent verbal and written English and Spanish language skills.
- Strong technical, technological, and analytical skills required.
- Thorough knowledge of Microsoft Windows Platform (devices and drivers), Microsoft Office, and Network communication.
- Experience troubleshooting Windows OS, Apple iOS, and Android apps, including common user navigation issues.
- Advanced troubleshooting and resolution skills required in Internet technologies; TCP/IP networking and wireless solutions.
