Technical Support Engineer handling client support via various channels while improving service. Ensuring customer satisfaction through proactive problem-solving and maintaining strong client relationships.
Responsibilities
Resolve client issues via email, phone, and video
Proactively find ways to prevent future issues through proactive support and monitoring
Take full ownership of customer issues without supervision
Receive and perform triage on all incoming customer support tickets
Resolve technical issues in a timely manner
Develop and maintain excellent relationships with all our existing and future customers
Help continuously improve the support service to maintain a high level of customer satisfaction
Assist with customers' transfer requests and initial setup
Assist with the development and maintenance of IguanaX online training and documentation
Night and weekend on-call duty required for a 24/7 support team
Requirements
Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java)
Understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL)
Post-secondary education or equivalent experience in a technical field (e.g., Software Engineering, Computer Engineering, Biomedical Engineering, Computer Science, Information Technology, Health Informatics, or Mathematics)
Critical thinking and problem-solving skills
Strong interpersonal skills and effective team player
Valid passport and drivers’ licenses for business related travel to US, Canada, and EU.
Benefits
3 weeks holiday to start
100% virtual work environment
Comprehensive health and wellness benefits package
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