Technical Support Engineer

November 2

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Fullcast: The Intelligent Go-to-Market Platform

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Sales Planning • Sales Operations • Go To Market Planning • Salesforce • CRM

51 - 200 employees

🤝 B2B

☁️ SaaS

💸 Finance

Description

• Provide high-level technical support to customers via phone, email, and chat. • Diagnose and resolve product issues efficiently. • Investigate and troubleshoot product problems, escalating complex issues to the appropriate teams when necessary. • Communicate effectively with customers to understand their needs and provide appropriate solutions. • Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system. • Stay up-to-date with product features, specifications, and updates. • Assist in the creation and delivery of training materials for customers and internal teams. • Participate in product testing and quality assurance processes to identify and resolve potential issues before product releases. • Work closely with engineering, sales, and marketing teams to ensure a seamless customer experience.

Requirements

• Bachelor's degree (preferred) in Engineering, Computer Science, or a related field. • Minimum of 2-3 years of experience in a technical support or engineering role. • Proficiency in troubleshooting hardware and software issues. • Excellent verbal and written communication skills. • Strong analytical and problem-solving skills. • A customer-centric attitude with a focus on delivering high-quality support and maintaining customer satisfaction. • Ability to work effectively in a team environment and collaborate with cross-functional teams.

Benefits

• Completely remote, autonomous company culture • Comprehensive Health and Wellness benefits • Flexible PTO • 14 days of company holidays throughout the year