What are the responsibilities and job description for the Technical Support Engineer position at ACS Consultancy Services?
Position Title : Technical Support Engineer (US Citizens Only)
Location : Remote
We are currently seeking candidates who meet the following qualifications :
Key Responsibilities :
- Provide first-line technical support to customers via phone, email, or chat.
- Assist customers in troubleshooting hardware, software, network, or system issues.
- Ensure issues are effectively diagnosed and resolved within agreed-upon SLAs (Service Level Agreements).
- Communicate technical information clearly to non-technical users.
- Analyze, diagnose, and troubleshoot customer issues, identifying root causes and providing effective solutions.
- Replicate customer issues in a test environment to better understand and resolve problems.
- Escalate unresolved issues to higher-level support teams as necessary.
- Develop a deep understanding of the company's products and services to provide accurate and efficient support.
- Document and maintain internal troubleshooting guides and knowledge base articles for customers and colleagues.
- Collaborate with engineering and development teams to identify, document, and resolve recurring issues or system bugs.
- Provide feedback to the product development team for product improvements or feature requests.
- Liaise with internal teams, including sales and customer service, to ensure consistent customer satisfaction.
- Assist in the creation of technical documentation and user manuals.
- Provide training to customers on product features, best practices, and troubleshooting methods.
- Ensure high levels of customer satisfaction through effective issue resolution and timely communication.
- Participate in customer satisfaction surveys and act on feedback to improve the support process.
Qualifications :
If you meet these qualifications, please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
