Customer Technical Support Engineer

Overview

Looking for part-time work (4 hours/day)

at $7.00/hour ($616.00/month)

Bachelors degree

Last Active

May 1st, 2024 (yesterday)

Member Since

September 29th, 2020

Profile Description

 I am in the field of customer service specifically for technical support concerns for over 5 years and have vast and flexible skillset as Project Administrator, Quality Assurance Engineer and Support Engineer. Here are some of my job responsibilities from previous experiences:-  Handles the supervision and management of software development in an agile/scrum development methodology. Keeps track of the progress ensuring that the delivery of agreed scope is on time.- Manages processes and QA engineers to conduct quality assurance testing optimizing the use of TestRail and JIRA.- Conducts rigorous testing throughout the development process, identifying potential issues and reporting them back to development teams.- Maintain Documentation for newly onboarded engineers.- Directly reporting to CEO to provide report on the team's performance and KPIs.-  Support customers via tickets in Zendesk, utilizing FullStory, occasionally hosting ZooUpgrade to see actual infoetingsfor more in-depth troubleshooting, and participate in customer meetings.-  Use all essential customer resolution tools across all service groups to facilitate rapid resolution ofcustomer concerns. Will be responsible for communication and prioritization of support escalationsrequiring product and engineering resources.-  Work with the QA and testing teams to ensure proper communication and prioritization of softwareand technical issues within the customer success team.-  Craft detailed and accurate Jira tickets while also providing additional technical information toexisting Jira tickets for efficient handoffs to the engineering team. You’ll begin to debug anddetermine where in the code the problem possibly lies.-  Partner with the engineering and product team to prioritize bug fixes and build new features.-  Research and develop solutions to customer issues and assist others in problem-solving withhis/her specialty knowledge.-  Act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalatedissues that significantly impact the business relationship or affect our customers' productivity.-  Work as the customer's voice in product and engineering meetings, planning regarding JIRA andenhancement prioritization.-  Ensure customer escalations are resolved within agreed-upon timelines, process change ideas areimplemented, and influence others towards action and change.