Technical Support Engineer
Job Description
Job Requirements<p><br></p><ul><li>English Fluency: is a MUST.</li><li>Experience:0-2 Years.</li><li>Military status: Exempted.</li><li>Excellent IT background.</li><li>Computer networking and hardware.</li><li>Biomedical background is preferred.</li><li>Communication or Biomedical engineer is preferred.</li></ul><p><br></p><strong>Job Description:</strong><p><br></p><ul><li>Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.</li><li>Improves client references by writing and maintaining documentation.</li><li>Participates in development of client training programs by identifying learning issues; recommending instructional language.</li><li>Accommodates client disabilities by recommending devices and techniques.</li><li>Avoids legal challenges by monitoring compliance with service agreements.</li><li>Improves system performance by identifying problems; recommending changes.</li><li>Updates job knowledge by participating in educational opportunities; maintaining personal networks.</li><li>Accomplishes information systems and organization mission by completing related results as needed.</li><li>Research required information using available resources;</li><li>Follow standard processes and procedures;</li><li>Identify and escalate priority issues per Client specifications;</li><li>Redirect problems to appropriate resource;</li><li>Accurately process and record call transactions using a computer and designated tracking software;</li><li>Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;</li><li>Organize ideas and communicate oral messages appropriate to listeners and situations;</li><li>Follow up and make scheduled call backs to customers where necessary;</li><li>Stay current with system information, changes and updates</li><li>Research and identify solutions to software and hardware issues</li><li>Diagnose and troubleshoot technical issues, including account setup and network configuration</li><li>Ask customers targeted questions to quickly understand the root of the problem</li><li>Track computer system issues through to resolution, within agreed time limits</li><li>Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue</li><li>Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)</li><li>Provide prompt and accurate feedback to customers</li><li>Refer to internal database or external resources to provide accurate tech solutions</li><li>Ensure all issues are properly logged</li><li>Prioritize and manage several open issues at one time</li><li>Follow up with clients to ensure their IT systems are fully functional after troubleshooting</li><li>Prepare accurate and timely reports</li><li>Document technical knowledge in the form of notes and manuals</li><li>Maintain jovial relationships with clients</li></ul><p><br></p>Powered by JazzHR<p><br></p>d44lcIJCbY
