Technical Support Representative

At Orionyx Engineering Ltd., The Technical Support Representative serves as the primary point of contact for clients and employees seeking technical assistance with engineering products, software, and services. This role involves diagnosing issues, providing solutions, and ensuring high levels of customer satisfaction while collaborating with cross-functional teams to enhance product performance and user experience.

This is a remote role strictly for candidates within the United States.

Key Responsibilities:

1. Technical Assistance:
   • Respond to inbound support requests via phone, email, and chat in a timely manner.
   • Diagnose technical issues related to engineering software, hardware, and tools, providing step-by-step solutions to users.
   • Document and track support requests in the ticketing system, ensuring all interactions are logged accurately.
2. Customer Interaction:
   • Communicate effectively with clients and team members to understand and resolve technical problems.
   • Provide clear and concise explanations, ensuring that users understand the solutions provided.
   • Follow up with customers to ensure issues are resolved satisfactorily and to gather feedback on support experiences.
3. Collaboration:
   • Work closely with engineering, development, and product management teams to relay customer feedback and issues for continuous improvement.
   • Participate in team meetings to discuss common issues and collaborate on solutions or knowledge sharing.
   • Assist in the development of FAQs, support documentation, and training materials for users.
4. Product Knowledge:
   • Maintain up-to-date knowledge of the companys products, services, and industry trends to provide accurate support.
   • Engage in continuous learning through training sessions, product updates, and self-study to enhance technical expertise.
5. Troubleshooting and Problem-Solving:
   • Analyze complex technical issues and devise effective solutions, utilizing critical thinking and problem-solving skills.
   • Test and replicate issues reported by users to understand the root cause and facilitate resolution.
   • Escalate unresolved issues to higher-level technical support or engineering teams as necessary.
6. Quality Assurance:
   • Ensure adherence to service level agreements (SLAs) and performance metrics by providing prompt and effective support.
   • Participate in quality assurance initiatives, providing feedback on support processes and customer interactions.
7. User Training:
   • Conduct virtual training sessions and webinars to educate users on product features, troubleshooting tips, and best practices.
   • Create and update training materials and user guides to enhance user understanding and efficiency.
8. Reporting:
   • Generate and analyze reports on support metrics, customer feedback, and recurring issues to identify trends and areas for improvement.
   • Assist in preparing reports for management that summarize support activities and highlight potential enhancements.

Qualifications:

• Education: Bachelors degree in Engineering, Computer Science, Information Technology, or a related field preferred; relevant experience may be considered.
• Experience: 2+ years of experience in technical support or customer service, preferably in an engineering or technology-related environment.
• Technical Skills:
  • Proficiency in troubleshooting hardware and software issues, including operating systems, applications, and networking.
  • Familiarity with engineering tools, software applications, and industry-specific technologies.
  • Experience with ticketing systems and remote support tools (e.g., TeamViewer, Zoom).
• Interpersonal Skills: Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to resolving customer issues.
• Organizational Skills: Effective time management and multitasking skills, with the ability to prioritize tasks in a remote environment.

Working Conditions:

• Fully remote position with flexible working hours; may require occasional overtime or on-call availability.
• Ability to work independently while maintaining effective communication with team members and management.

Job Types: Full-time

Pay: From $27.50 - $32.50 per hour

Schedule: Monday to Friday (8 hours daily)

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: Remote