Sr. Technical Support Engineer- Remote
- Opportunity to Invest in Your Future . We offer a 401K match.
- Paid Time Off . Enjoy paid time off and paid holidays.
- Great Coverage . Take advantage of health, dental, and vision HSA and FSA policies.
- A Great Team . Collaborate with smart, curious, hardworking individuals.
- Performance Compensation . Be rewarded for your hard work with performance-based merits.
- Casual Environment . Be comfortable in our casual dress environment.
- Remote Work . Want to work from home? No problem!
- Works directly with Technical Support Supervisor, Specialists, and technical services to resolve IT/Software/Hardware-related issues.
- Provide elevated and more complex technical customer service to clients, consultants, and third parties by answering calls, researching and diagnosing support situations, and resolving the situation.
- Work directly with clients, external IT and At Risk firms to resolve client issues.
- Maintain accurate, thorough call records in the support tracking system.
- Train and mentor software and non-technical support staff.
- Review new/updated documentation and participate in ongoing product training to keep current on the software, submit documentation enhancements as needed.
- Identify a need for upselling or cross-selling payments or other add on products and forwarding client information to appropriate sales contact.
- Perform project work and other duties as assigned.
- Other duties as assigned
- 3-5 years experience in customer service facing role preferably in a technology/software environment
- Proven hardware knowledge and experience working with IT, Networks and performance issues.
- Excellent troubleshooting skills
- Strong written and verbal communication skills
- Strong comprehension skills
- Prior experience working with upset and difficult clients
- Ability to stay past the end of the business day to finish calls as needed
- Prefer associate degree in computer or accounting disciplines, or relative experience
- Working knowledge of Active Directory, Firewalls, Load Balancers and general networking fundamentals
- Strong time management skills
- Strong initiative and sound decision-making ability
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Ability to travel as needed
- Ability to handle stress
- Ability to meet deadlines
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