Senior Support Engineer (Help Desk) - Remote

Overview

BlackStone eIT, a leading computer software company, is seeking a highly skilled and experienced Senior Support Engineer to join our Help Desk team. As a Senior Support Engineer, you will play a crucial role in providing technical support and assistance to our clients. Your strong technical knowledge, excellent problem-solving skills, and leadership abilities will be instrumental in ensuring customer satisfaction and maintaining our reputation for quality service.

In Short

• Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
• Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
• Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
• Mentor and provide guidance to junior support engineers, assisting in their professional development.
• Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
• Assist customers with product installations, configurations, and updates.
• Offer training to customers on how to effectively use our software products.
• Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
• Identify trends in customer support requests and work to improve product usability and customer experience.
• Stay up-to-date with product knowledge and updates to provide accurate and helpful assistance.

Requirements

• Strong technical knowledge in software and hardware troubleshooting.
• Excellent problem-solving skills.
• Experience in mentoring and guiding junior staff.
• Proficiency in using CRM and support ticketing systems.
• Ability to work collaboratively with cross-functional teams.
• Strong communication skills for customer training and support.
• Ability to document and track issues effectively.
• Up-to-date knowledge of product features and updates.

Benefits

• Opportunity to work in a leading software company.
• Professional development and mentoring opportunities.
• Collaborative work environment.
• Remote work flexibility.
• Engagement with cross-functional teams.