IT

Technical Support Engineer

Kraków, Lesser Poland Voivodeship   |   Contract

We are seeking a Technical Support Engineer experienced in Customer Service and electronics/technology troubleshooting hardware, software, operating systems, performance issues, and overall systems knowledge.

As a Technical Support Engineer, you will work closely with a small team of Support Engineers to support the customers in problematic, technic related situations for our Client which is an IT product company from Silicon Valley.


You will be expected to:                                                                                         

  • Go above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put our customers first
  • Own the implementation and launch life-cycle for new customers
  • Provide technical analysis and resolution of underlying problems through Zendesk, emails, phone
  • Proactively provide customer training/onboarding calls to help clients 
  • Adhering to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
  • Support technically the sales & marketing team and current sales process.   


Requirements:

  • Expertise in customer service skills with the ability to partner with business functions and technical support functions
  • Experience working within a technical pre-sales position
  • Experience in providing hands-on support and diagnose technical issues  
  • Hands-on experience in preparing documents (user guides, training and onboarding materials, etc.) and managing FAQ/Wiki with technical support information
  • Intermediate understanding of programming languages  
  • Proven success working 100% remote in prior positions & are experienced working with a distributed, national team.
  • Good communication skills (English is a must)


The company offers B2B and permanent contracts, up to your request. 

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