Technical Support Engineer

• Dec 2021 - Present

• Research and identify solutions to software issues • Diagnose and troubleshoot technical issues • Ask customers targeted questions to quickly understand the root of the problem • Track system issues through to resolution, within agreed time limits • Talk clients through a series of actions, either via phone, email or chat, until the've solved a technical issue • Properly escalate unresolved issues to appropriate internal teams • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Prepare accurate and timely reports • Document technical knowledge in the form of notes and manuals • Perform bug-fixing • Perform installation, testing and implementation of the system on customer’s test & production environment • Maintain jovial relationships with clients Show less