Technical Support Engineer

Damco Solutions Inc

Basking Ridge, NJ

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JOB DETAILS

SALARY

SKILLS

1st Level Support, Banking Services, Best Practices, Business Analysis, Communication Skills, Computer Science, Cross-Functional, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Email Technology, Establish Priorities, Frequently Asked Questions (FAQ), Identify Issues, Incident Management, Industry Standards, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Mail Services, Multitasking, Privacy Regulations, Problem Solving Skills, Regulatory Compliance, Resolve Customer Issues, Security Compliance, Security Protocols, Splunk, Systems Administration/Management, Technical Support, Time Management

LOCATION

Basking Ridge, NJ

POSTED

12 days ago

Technical Support Engineer
Location: Basking Ridge, NJ
Fulltime/hybrid
Salary: $130k

Responsibilities:

Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information

Skills:

Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
Strong problem-solving skills and ability to troubleshoot basic technical issues independently
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
Customer-oriented mindset with a focus on delivering high-quality customer service.
Familiarity with ticketing systems and knowledge base tools is a plus
Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
Willingness to learn and adapt to new technologies and tools in the banking technology domain

Experience & Qualifications:

A minimum of 3 to 5 years of overall experience is required.
Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required.
Bachelor's degree in computer science, Information Technology, or a related field.
Experience in Banking /payment technologies is a plus.

About the Company

Damco Solutions Inc

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