What are the responsibilities and job description for the Technical Support Engineer position at ClearSource?
Job Description
Job Description
Technical Support Engineer
Are you looking for an opportunity to use your passion about information systems and software to help companies solve technical issues and successfully implement software solutions? If you have a proven track record of technical success with Windows networks then keep reading.
What You’ll Be Working On :
Has used expert support to build its strong reputation with customers. From assisting prospects with configuring an optimal setup to quickly resolving technical issues for existing customers, our technical support team strives to build long lasting customer relationships.
You will be working with our sales, development and technical support teams to provide an exceptional experience for our customers. This is a highly technical and demanding position.
Duties and Responsibilities
The duties and responsibilities of a Technical Support Engineer are broken into 3 distinct sections.
Technical Support
Supporting existing customers and prospects with technical issues is priority one and will consume 60% to 80% of your day (can be more during peak busy times and this role becomes priority over all others).
Providing first-class support includes :
Prompt handling of phone calls, e-mails, and website chats from prospects and customers.
Provide remote assistance to customers through Zoom.
Take ownership of your cases and ensure the customer has an experience you would want to have while working toward problem resolution.
Help develop Knowledge Base articles and other support resources.
Sales Engineering
10% to 30% of your day will be spent assisting prospects with understanding and deploying our products. You will be expected to become a product expert. You must know our products inside and out to be able to advise prospects on how to best implement our solutions.
These sales engineering appointments will be scheduled for you by our sales manager.
Providing sales engineering requires the following :
The ability to quickly comprehend a customer’s needs and environment.
A mastery of all features within our products so you can recommend the best way to address a customer’s needs.
A friendly demeanor and a true interest in helping to educate customers and solve problems. Customers can tell when you’re faking!
Quality Assurance Testing
The best way to have happy customers is to avoid problems in the first place. Quality assurance testing is a continual and essential process to enhance product reliability. You will spend approximately 10% of the average day testing our products.
To accomplish QA testing, you will continually use our lab and your test computers to run tests during downtime from other activities. This testing can be very involved and requires strong attention to detail.
Required Skills
Providing technical support requires a strong foundation of knowledge in Windows networking. We do not use scripted support responses, and we expect our Technical Support Engineers to become product experts. You need to be able to quickly understand a customer’s network environment to tell them how to use our product best and fix issues. To be a qualified candidate, you should be able to answer questions like :
What is file synchronization, and what problems does it address?
What is a DFS namespace?
Why is data availability important, and how does a network administrator enhance that availability?
What is Network Address Translation (NAT)?
Skills that make you a fit for this position include :
College degree in computer sciences or related field of study preferred.
2-4 years of high-level technical support experience – would consider a recent graduate if qualifications match in other areas.
A detailed understanding of Windows-based networks and Windows servers.
Windows proficiency in the areas of Windows, MS Office, Outlook, and Internet technologies.
A basic understanding of writing SQL queries is a plus.
Familiarity with HubSpot is a plus.
Strong written and oral communication skills.
Strong organizational and planning skills.
Ability to work well with others and share responsibility.
Willingness to take on new tasks as required.
A curious mind. Technology moves fast and you must be willing to stay cutting edge.
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