What are the responsibilities and job description for the Support Engineer position at Blackstone Talent Group?
Support Engineer
The Position
The Support Engineer role is critical to ensure the effective and continuous provision of service to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Support Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.
Position Details:
Location: Austin, TX (Hybrid / Onsite 1-2 Days a Week)
Type: Full Time (Bonus Equity)
Responsibilities:
- Answer phone calls from end-users and work to resolve issues, on first contact, where possible.
- Work on the tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or chat.
- Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
- Ensure appropriate adherence to performance targets, including KPIs and SLAs.
- Build excellent working relationships within the Field Services Team (FTS) and with other teams within the wider organisation.
- Work with Team Managers, Customer Success Managers, and Account Managers to ensure positive outcomes for our customers.
- Train and mentor users, helping them master desktop software and tools.
What you'll be aiming for:
- Consistently positive customer feedback.
- First time fix for issues whenever possible.
- Response times are always within SLAs.
- Fix times within SLAs consistently.
- Strong customer relationships.
Experience:
- At least 2 years in a technical support engineer position.
- In-depth understanding of how to deliver support services to remote users in a variety of businesses.
- Customer-focused.
- Understanding of DCGA technologies - advantage.
- Strong interpersonal and communication skills, able to articulate technical concepts to both technical and non-technical stakeholders
- Additional language capability would be an advantage due to communication with EMEA wide customer base.
- Experience with ChurnZero, Zendesk, and BlackLine
We have these characteristics and like to work with people who do too:
- Customer-Centric Mindset: A proactive approach to understanding and meeting customer needs, ensuring their success is always prioritized.
- Adaptability: Comfortable managing multiple customer accounts and priorities in a fast-paced, dynamic environment.
Blackstone Talent Group is a division of Blackstone Technology Group, a global IT services and solutions firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone’s global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities
Salary : $125,000 - $160,000
