Technical Support Specialist

ABOUT THE JOB
About You:

You are a Technical Support Engineer involved in resolving complex customer support issues while delivering amazing customer support experiences to customers. You are committed to improving processes and solving problems with the ability to troubleshoot and think out of the box. You thrive at working in a fast-paced environment. If you’re tenacious, good humored, inquisitive, diplomatic and helpful, you’ll succeed in this role.

Responsibilities:

• Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
• Partner with the Engineering and Development teams to resolve customer issues and assist on-boarding customers during the implementation of our products and services on both Web-Based and Mobile Applications which also includes setting up IOT related Devices
• Write documentation, Knowledge Base articles, and Tutorials to improve the customer experience of our products, solutions and services
• Participate in the QA process of current and new products, solutions and services
• Contribute to the development of our support policies and procedures
• Do whatever it takes to provide outstanding support
• Able to participate in on-call rotation if necessary

Skills and Experience:

• Overall 5+ years of support experience with at-least 3 years in a Technical Support role or equivalent technical customer interactions
• Ability to navigate Mac OS X and Windows Operating Systems
• Comfortable with mobile platforms like iOS and Android
• Can embrace ambiguity and apply their experience of utilizing tools and resources to come to a resolution
• Able to establish subject matter expertise in new technologies
• Able to coach and support teammates on complex technical issues
• Able to quickly build trusting relationships with customers (this is a MUST)
• Proven ability to manage multiple tasks and priorities
• Strong English written and verbal communication skills including the ability to communicate with both technical and non-technical customers
• Able to work in a team environment while working independently
• Hardworking, honest, enthusiastic, and flexible; take accountability seriously and possesses high integrity and professionalism.
• Proven ability to consistently complete tasks on time, on budget with high-quality results.
• Confident in consulting with clients and ability to juggle multiple tasks/phases simultaneously.
• Ability to work full time is a MUST.

Additional Experience/Skills/Qualifications:

• Versatile; comfortable performing a variety of roles and tasks within the company
• Strong written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
• Demonstrates accountability; owns outcomes and results, prioritizes tasks, and consistently meets deadlines.
• Thrives on learning and learns ---------- dicated to self-improvement and professional development. Takes advantage of various resources to self-educate.
• Self-starter, ability to work with minimal supervision. Equally skilled at working collaboratively in a team-oriented environment.
• Excellent problem-solving skills. Curious and adept at researching project-related issues and challenges.
• Hardworking, honest, enthusiastic, and flexible; take accountability seriously and possesses high integrity and professionalism.
• Proven ability to consistently deliver technology projects on time, on budget with high-quality results.
• Confident in consulting with clients and able to juggle multiple tasks/phases simultaneously.

Primary Responsibilities:

• Collaborates effectively with the development team and web/app developers.
• Provides technical expertise and assumes overall accountability for a successful implementation phase on client ---------- municates with employees, web/app developers, and partner web/app developers, ensures system functionality and solutions are properly tested for quality assurance purposes.
• In partnership with developers, helps maintain direction for our technology practice.
• Responsible for various aspects of ongoing support and maintenance engagements.
• Collaborates with project managers and other web/app developers to successfully manage client relationships.

Client Management Responsibilities:

• Understands client’s organizational goals and objectives.
• Develops lasting relationships with client personnel that fosters client ties.
• Seeks opportunities to increase customer satisfaction and deepen client ---------- munication Responsibilities:

• Fluent in English.
• Very good Written/Oral communication skills.
• Delivers engaging, informative, and well-organized presentations.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to tactfully communicate difficult/sensitive information.
• Demonstrates strong interpersonal skills.
• Participates in training with tea ---------- mbers of various skill levels and technical capabilities.
• Elicits cooperation from a variety of sources including PHYREM LLC management and client tea ---------- mbers.
• Comfortable using teleconferencing and web-based technology to communicate with our clients.

Assets:

• Previous experience in consulting/professional services.
• Previous experience in web app testing or software testing projects; familiarity with the software development lifecycle.
• Familiarity with software requirements analysis and IT project/task management best practices.
• Passionate about technology and willing to continually improve the skill set.
• Permanently Remote Work (Professional Work Environment, Stable Internet and Power a MUST)