Technical Support Representative

Technical Support Representative

Charlotte, North Carolina, United States

$25.00 - 27.00 (US Dollar)

About the Job Technical Support Representative

As a Technical Support Representative at Spark Wiz Limited, an engineering consulting firm, you will play a crucial role in providing high-quality technical assistance and support to our clients and internal teams. Your primary responsibility will be to resolve technical issues, ensure seamless operations of our engineering software and systems, and assist with client inquiries to ensure customer satisfaction.

Note: This position is strictly open for candidates within the United States.

Key Responsibilities

1. Technical Issue Resolution
   • Provide timely and effective technical support for engineering software, systems, and tools used by clients and internal staff.
   • Troubleshoot and resolve technical issues related to software applications, network connectivity, and hardware components.
   • Escalate complex issues to senior technical staff or engineering teams as needed.
2. Customer Interaction
   • Act as the first point of contact for clients experiencing technical difficulties, handling inquiries via phone, email, or chat.
   • Communicate effectively with clients to understand their technical issues and provide clear instructions or solutions.
   • Document all client interactions and technical issues in the company’s support ticketing system.
3. System Monitoring and Maintenance
   • Monitor the performance and stability of engineering systems and software applications.
   • Perform routine maintenance tasks, such as software updates and system backups, to ensure optimal performance.
   • Assist with the configuration and deployment of new software or system upgrades.
4. Documentation and Reporting
   • Create and maintain technical documentation, including user guides, FAQs, and troubleshooting procedures.
   • Generate and analyze support metrics and reports to identify common issues and areas for improvement.
   • Contribute to knowledge base articles and support materials for both internal and external use.
5. Training and Support
   • Provide training and support to clients and internal staff on the use of engineering software and tools.
   • Develop and deliver training sessions or webinars to enhance user proficiency and address common technical challenges.
6. Collaboration
   • Work closely with engineering teams and other departments to understand software requirements and issues.
   • Collaborate with software developers and IT staff to address technical problems and enhance system functionality.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• Experience: Prior experience in a technical support role is preferred but not required; engineering or technical backgrounds are a plus.
• Technical Skills: Familiarity with engineering software and systems, such as CAD tools, project management software, or data analysis applications.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues.
• Communication: Excellent verbal and written communication skills with the ability to convey complex technical information clearly.
• Customer Service: Demonstrated ability to provide exceptional customer service and support in a professional manner.
• Organization: Strong organizational skills with attention to detail and the ability to manage multiple tasks efficiently.

Preferred Skills

• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Knowledge of networking concepts and protocols.
• Familiarity with engineering project workflows and terminology.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A dynamic and collaborative remote work environment.
• Supportive team culture with a focus on innovation and excellence.

Job Type: Full time

Pay: $25.00 - $27.00 per hour

Expected hours: 40 hours per week

Benefits: 401(k), Dental insurance, Health Insurance, Life Insurance, Paid time off

Schedule: Monday to Friday

Work location: Remote

Note: This position is open to candidates within the United states, San Jose CA, El Paso TX, Phoenix AZ, Nashville TN and Indianapolis IN.

People with a criminal record are encouraged to apply

Sparks Wiz Limited is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.